The Influence of Physical Environment and the Quality of Employees' Services to Customer Loyalty through Customer Satisfaction (Case Study at PT Mandiri Bank Jakarta Branch Cimanggis)
Journal Title: Saudi Journal of Humanities and Social Sciences - Year 2018, Vol 3, Issue 6
Abstract
Abstract:Service is an important factor in competition for banking services industry. Effective and efficient services can have a positive impact on the economic sustainability of a bank. Strategy that can be applied is giving more attention to the physical environment and employee’s quality of service so that will impact on customer satisfaction and customer loyalty. This study aims to determine the effect of relationships between servicescape, employee service quality, customer satisfaction and customer loyalty. This study uses secondary and primary data distributed to 150 respondents of Bank Mandiri, co, Ltd Branch Jakarta Cimanggis. The sampling method used was purposive sampling. The method of analysis used in this study is Structural Equation Modeling (SEM) with LISREL 9 method. The results showed that the servicescape and employee service quality have a positive significant effect on customer loyalty through Customer Satisfaction at Bank Mandiri, co, Ltd Branch Jakarta Cimanggis. Keywords: Servicescape, Employee Service Quality, Customer Satisfactiom and Customer Loyalty.
Authors and Affiliations
Arifin Sitio
Keywords
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