The Effect of Service Quality, Perception Value, and Customer Satisfaction on Customer Loyalty of Mandiri Bank Customers in Pamekasan

Indah Indah; Burhanudin Burhanudin; B Rachmat

doi:10.55927/jsih.v4i2.333

Authors

Indah Indah Universitas Hayam Wuruk Perbanas Surabaya
Burhanudin Burhanudin Universitas Hayam Wuruk Perbanas Surabaya
B Rachmat Universitas Hayam Wuruk Perbanas Surabaya

DOI:

https://doi.org/10.55927/jsih.v4i2.333

Keywords:

Service Quality, Perceived Value, Customer Satisfaction, Customer Loyalty

Abstract

The objective of this research was to examine and analyze the impact of service quality, perceived value, and customer satisfaction on customer loyalty at Bank Mandiri in Pamekasan. The study involved a sample of 200 respondents selected through a questionnaire distributed in Pamekasan. Participants met the criteria of being at least 17 years old, having savings in the bank, and being Bank Mandiri customers for a minimum of one year. Descriptive analysis was conducted using SPSS 26, while statistical analysis was performed with SmartPLS 3. Data collection was carried out via online questionnaires using Google Forms. The findings of this study reveal a significant positive relationship between service quality and customer satisfaction. Additionally, the results indicate a significant positive influence of service quality on customer loyalty. The research also confirms a significant positive effect of perceived value on customer satisfaction, as well as a significant positive impact of perceived value on customer loyalty. Finally, the study demonstrates that customer satisfaction has a significant positive effect on customer loyalty.

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