FEATURE,NILAI, KEPUASAN DAN LOYALITAS PELANGAN

  • Iha Haryani Hatta Universitas Pancasila, Jakarta

Abstract

The aim of this study was to determine the relationship of the features of the value, satisfaction, and customer loyalty; the effect on the value of customer satisfaction and loyalty; influence of satisfaction on customer loyalty. A total of 200 merchant PT. BANK XYZ as respondents was selected randomly. Analyses were performed using structural equation modeling (SEM). The analysis showed that the feature has a significant influence on customer value, but not for customer satisfaction and loyalty. The values has a significant influence on satisfaction, but not on customer loyalty. Satisfaction has a significant influence on customer loyalty. Discussion and conclusions described in the article. Keywords: features of the value, satisfaction, customer loyalty

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Published
2017-04-15
How to Cite
Hatta, I. (2017). FEATURE,NILAI, KEPUASAN DAN LOYALITAS PELANGAN. Jurnal Riset Manajemen Dan Bisnis (JRMB) Fakultas Ekonomi UNIAT, 2(1), 45-52. https://doi.org/10.36226/jrmb.v2i1.28
Section
Articles