The Influence of Service Quality, Information Technology and Brand Image on Customer Loyalty with Customer Satisfaction as an Intervening Variable (Study at BCA Ranotana Branch Office)
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"GLOBAL RESEARCH NETWORK" LLC (USA)
Abstract
Description
The purposes of this study were (1) to analyze the effect of Service Quality on Customer Loyalty of BCA KCP Ranotana, (2) to analyze the effect of Information Technology on Customer Loyalty of BCA KCP Ranotana, (3) to analyze the effect of Brand Image on Customer Loyalty of BCA KCP Ranotana, (4) ) analyze the effect of Service Quality on Customer Satisfaction of BCA KCP Ranotana, (5) analyze the significance of the influence of Information Technology on Customer Satisfaction of BCA KCP Ranotana, (6) analyze the significance of the influence of Brand Image on Customer Satisfaction of BCA KCP Ranotana and (7) analyze the significance of the influence of Customer Satisfaction to Customer Loyalty. The type of research used is a quantitative approach. Data analysis techniques in this research use the structural equation model (SEM).
Keywords
service quality, information technology, brand image, customer satisfaction, customer loyalty