Laksono, Bagus (2017) PENGARUH KUALITAS LAYANAN DAN KEPUASAN TERHADAP LOYALITAS DENGAN KEPERCAYAAN SEBAGAI VARIABEL INTERVENING: STUDI KASUS PADA NASABAH INTERNET BANKING KCP BANK MANDIRI PANDANARAN SEMARANG. Other thesis, Unika Soegijapranata Semarang.

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Abstract

This study aims to identify and analyze the effect of service quality on customer loyalty and satisfaction with internet banking credentials as an intervening variable. The study was conducted through a survey of 126 internet banking customers of Bank Mandiri KCP Pandaranan Semarang obtained by purposive sampling. Data were obtained using a questionnaire which is then analyzed using analysis of structural equation modeling (SEM). The research result is the quality of service and satisfaction has a positive effect on customer loyalty internet banking with confidence as an intervening variable. Suggestions of research is the development model of customer loyalty can be through the efforts of internet banking service quality, satisfaction and trust.

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