Title:
THE EFFECT OF SERVICE QUALITY, CONVENIENCE, PRICE, PRODUCT QUALITY, ON SATISFACTION AND CUSTOMER LOYALTY FUNDING PT BANK MANDIRI IN SURABAYA

Authors:
Agung Tri Subiyantoro, Indonesia

Abstract:

The purpose of this study was to determine the effect of service quality, convenience, price, and product quality on customer satisfaction and customer loyalty. This type of research is an explanatory research. The sample in this study is Bank Mandiri Funding customers in Surabaya as many as 140 respondents using convenience sampling technique. The analysis technique in this study uses Partial Least Square (PLS) analysis. The results of the analysis in this study the ease and quality of the product have a significant effect on customer satisfaction. Meanwhile, service quality and price have no significant effect on customer satisfaction. Then also obtained the results that service quality, convenience, price, and product quality have a significant effect on customer loyalty, then customer satisfaction also has a significant effect on customer loyalty.