PERAN KEPUASAN DALAM MEMEDIASI PENGARUH IMPLEMENTASI SERVICE EXCELLENCE TERHADAP LOYALITAS NASABAH PT.BANK MANDIRI, TBK KOTA BANYUWANGI
Abstract: This study aims to
identify and examine the role of customer satisfaction in mediating the effects
of service excellence implementation on customer loyalty of PT Bank Mandiri
Tbk, Banyuwangi. The sample consisted of 240 active customers. Structural
Equation Modelling was used to test the hypothesis. Results show that: (a)
ability, attitude, appearance, attention, action, and responsibility have
positive effect on customer satisfaction and loyalty, (b) customer satisfaction
has positive effect on customer loyalty, and (c) customer satisfaction mediates
the effect of service excellence implementation on customer loyalty.
Keywords: Ability, Atitude,
Apperance, Attention, Action, Responsibility, Satisfaction, Loyality
Penulis: Hardian Dwi Utomo, Bambang
Irawan, Diah Yulisetiarini
Kode Jurnal: jpmanajemendd151614
