The Effects of Service Quality on Value, Satisfaction and Loyalty (Study at Customers of BRI Bank in Kupang City, Indonesia)

Elly Lay and Lukas J.B.B. Hattu
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Elly Lay: Department of Business Administration, Faculty of Social and Political Science, University of Nusa Cendana, Kupang, Indonesia.
Lukas J.B.B. Hattu: Department of Business Administration, Faculty of Social and Political Science, University of Nusa Cendana, Kupang, Indonesia.

International Journal of Research and Scientific Innovation, 2020, vol. 7, issue 10, 57-63

Abstract: The purpose of this study is to analyze and explain effects of service quality, on value, satisfaction, and loyalty. Survey method by questionare is used to gain data from100 customers at Local Office of bank BRI in Kupang City, Indonesia. Statistic descriptif and Partials least Square (PLS) was used to analyze data. The results provide that service quality has a significant and positive effect on value and customer satisfaction , but it has an insignificant effect on customer loyalty. Customer value has a significant effect on customer satisfaction and Customer Loyalty. Customer satisfaction has a significant and positive effect on Customer Loyalty. The limitations of this study are using cross sectional data, and the limited number of samples comes only from one bank that is BRI Bank. The results contribute to developing of science, especially in marketing science and practical contribute to the manager of bank service in relation with efforts to promote customer loyalty.

Date: 2020
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