Title:
THE EFFECT OF SERVICE QUALITY, PERCEIVED VALUE AND SATISFACTION ON CARDLESS TRANSACTION USER LOYALTY AT BANK CENTRAL ASIA IN SURABAYA

Authors:
Cyndi Coraima Manurung, Indonesia

Abstract:

This study aims to examine the effect of service quality, perceived value and satisfaction on the loyalty of users of cardless transaction services to Bank Central Asian (BCA) customers. The sample of this research is 130 customers who use BCA cardless services in the Surabaya area. Analysis of research data using SEM with PLS Warp test equipment. The results of the study prove that service quality has a positive and significant effect on perceived value and satisfaction, service quality has a positive and significant effect on satisfaction and loyalty, and satisfaction has a positive and significant effect on loyalty.