Influence of Service Quality, Customer Satisfaction and Commitment to Customer Loyalty among Banking Consumer
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Abstract
This study aims to determine the effect of service quality, customer satisfaction, and commitment on customer loyalty at Bank BRI. This research method uses quantitative methods with a population of customers who save at the BRI Persero Palopo branch of the bank. The sample used is 320 respondents, and the data is measured using a numerical scale (numbers). After the analysis, the results obtained showed that service quality has a positive effect on commitment, customer satisfaction has a positive effect on commitment, and commitment has a positive effect on loyalty.
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Influence of Service Quality, Customer Satisfaction and Commitment to Customer Loyalty among Banking Consumer. (2022). Fokus Bisnis Media Pengkajian Manajemen Dan Akuntansi, 21(2), 163-170. https://doi.org/10.32639/fokbis.v21i2.212