Customer Loyalty: The Effect of Service Quality, Corporate Image, Customer Relationship Marketing and Customer Satisfaction as Intervening Variable an Empirical Analysis Bank Customers in Malang City
Journal Title: International Journal of Research and Review - Year 2018, Vol 5, Issue 5
Abstract
This study aimed to analyze the influence of service quality, corporate image and customer relationship marketing on customer satisfaction and customer loyalty. The population is bank customers in Malang city. The research sample of 180 customers of the bank. Analysis of Structural Equation Model (SEM). The results showed service quality, corporate image and customer relationship marketing influence on customer satisfaction, and service quality, corporate image and customer relationship marketing influence on customer loyalty. Customer satisfaction effect on customer loyalty. Customer satisfaction mediated the effect service quality, corporate image and customer relationship marketing on customer loyalty.
Authors and Affiliations
Hellen Karyose
Keywords
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