Pengaruh Relationsip Quality dan Self Service Technology Terhadap Customer Loyalty Melalui Customer Satisfaction Pada Bank Muamalat KCU Makassar

Abstract

This study aims to examine the effect of Relationship Quality and Self Service Technology on Customer Loyalty through Customer Satisfaction at Bank Muamalat Kcu Makassar. The population used in this study is all customers of Bank Muamalat KCU Makassar, totaling 28,790 customers. And obtained a sample of 100 people using the slovin formula. The data analysis technique used in this study is Path Analysis.

The results of this study indicate that Relationship Quality has no significant effect on Customer Loyalty, Relationship Quality has no significant effect on Customer Satisfaction, Self Service Technology has a significant effect on Customer Loyalty, Self Service Technology has a significant effect on Customer Satisfaction, Customer Satisfaction has a significant effect on Customer Loyalty , Relationship Quality has no significant effect on Customer Loyalty with Customer Satisfaction when using intervening variables and Self Service Technology has a significant effect on Customer Loyalty with Customer Satisfaction when using intervening variables.

Keywords: Relationship Quality, Self Service Technology, Customer Loyalty, Customer Satisfaction, Bank Muamalat.