MODEL TERINTEGRASI DARI KESETIAAN PELANGGAN PADA BANK PEMERINTAH
<span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em id="tinymce" class="mceContentBody " dir="ltr">This study aimed to analyze the influences of service quality and image on customer loyalty</em><span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em> from customer satisfaction that useful for marketing managers in making decisions for the</em><span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em> company.</em><br /><span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em>This study was conducted on the state banks customers and took 200 customers became</em><span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em>samples. This study used Structural Equation Model (SEM). The method used is a non</em><span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em> probability sampling with purposive sampling techniques. Based on the results of this study</em><span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em> is that there’s positive influence of service quality on customer satisfaction and influence of</em><span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em> image on customer satisfaction. Furthermore, the customer satisfaction positive influence</em><span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em> on customer loyalty, but there’s no positive influence of service quality on customer loyalty</em><span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em> from customer satisfaction. Furthermore there’s no positive influence of image on customer</em><span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em> loyalty from customer satisfaction.</em><br /><strong><span style="font-family: Calibri Italic; font-size: 11pt; color: #000000; font-style: normal; font-variant: normal;"><em>Keywords : Service Quality, Image, Customer Satisfaction, Customer Loyalty</em></span></strong></span></span></span></span></span></span></span></span></span></span></span>