Service Quality And Customer Loyalty:The Mediatoreffect Of Customer Satisfaction

Research Article
Tri Ratna Murti., Andyan Pradipta Utama and Kuncono Teguh Yunanto
Service quality, customer loyalty, customer satisfaction

Currently, the banking world is experiencing a rapid development, which leads to a fierceand tight climate of competition. With the increasing competition, maintaining customer loyalty has become increasingly difficult. Banks have to implement numerous measures including, among others, improving the quality of their services to foster customer loyalty. The objective of the study is to find out how the quality of bank services is affecting customer loyalty through customer satisfaction.A total of 316 randomly selected respondents were involved in this study.The result of the study shows that customer satisfaction acts as a mediator tothe quality of bank services that will lead to customer loyalty