Customer Satisfaction as a Mediation to Customer Loyalty on The Bank

  • Rosita Da Costa
  • Wisnalmawati Wisnalmawati

Abstract

Customer loyalty is related to the use of bank transactions in a long period of at least one year. This research aims: 1. To analyze customer convinience that directly affects customer loyalty 2. To analyze customer  convinience influence on customer loyalty  mediated by customer satisfaction. Subjects in this research are customers of the BNCTL   in Timor leste  The sample of this research is 85 respondents anlaysed by using Structural Equational Model (SEM) with PLS  Program. The results of this research successfully prove that; 1. The customer convinience  directly affects customer loyalty, 2. Customer convinience influence customer loyalty was mediated by customer satisfaction. The findings of this study may contribute to consumer behavior models, at  bank,  and Tripple duties of Higher Education.


 

Published
2019-03-31
How to Cite
COSTA, Rosita Da; WISNALMAWATI, Wisnalmawati. Customer Satisfaction as a Mediation to Customer Loyalty on The Bank. Journal of Applied Philosophical Management and Innovation, [S.l.], v. 1, n. 2, p. 70 - 79, mar. 2019. ISSN 2620-4096. Available at: <https://journal.apmai.org/v2/index.php/japmai/article/view/69>. Date accessed: 25 nov. 2020. doi: https://doi.org/10.26805/japmai.v1i2.69.
Section
Articles