Pengaruh Kualitas Layanan, Persepsi Nilai dan Kepuasan Nasabah terhadap Loyalitas Nasabah Bank

Heri Setiawan


Purpose - This study aims to examine the effect of service quality,
perceived value and customer satisfaction on customer loyalty of
bank service in Palembang City.
Design/methodology - Data collected by questionnaire with the
number of respondents is 184 respondents and the approach of
sampling technique used is purposive sampling.
Findings – The result of the research explain that service quality
have positive and significant effect on customer loyalty. Perceived
value have a positive and significant effect on consumer loyalty.
Consumer satisfaction have a positive and significant effect on
consumer loyalty. Then, service quality, perceived value and
consumer satisfaction have a positive and significant effect on
consumer loyalty. The results showed that the convenience
provided by banking favored by consumers. Therefore, banks
should look for alternative strategies designed to improve services,
and interaction between bank employees and consumers.


Banking, Customer Loyalty, Service Quality perceived value satisfaction

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