Karyose, Hellen (2017) Pengaruh kualitas layanan, citra bank dan customer relationship marketing terhadap Loyalitas nasabah dengan kepuasan nasabah sebagai variabel intervening (Studi pada nasabah BRI di Kota Malang). Doctoral thesis, Program Pascasarjana Universitas Merdeka Malang.

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Abstract

The purpose of this study to analyze the influence of the quality of service,
the bank's image and customer relationship marketing on customer satisfaction
and customer loyalty, analyze the influence of customer satisfaction on customer
loyalty as well as to analyze the influence of the quality of service, the bank's
image and customer relationship marketing on customer loyalty if mediated by
customer satisfaction. The population of this research is the customer BRI branch
office in the city of Malang. The population in this study is an infinite population
(infinite population), so the sample size is determined by multiplying the number
of indicators of five variables with 5-10. Under these provisions, the size of the
sample used is 18 X 10 = 180 respondents. Data analysis techniques used
Structural Equation Modeling (SEM). The results showed that the quality of
service, the bank's image and customer relationship marketing effect on customer
satisfaction and loyalty. Customer satisfaction effect on customer loyalty.
Customer satisfaction mediates the effect of quality of service, the bank's image
and customer relationship marketing on customer loyalty.

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