The Effect of Service Quality Based on The Carter Model on Bank Customer Loyalty

Please use this identifier to cite or link to this item: https://repository.unej.ac.id/xmlui/handle/123456789/116939

Title:	The Effect of Service Quality Based on The Carter Model on Bank Customer Loyalty
Authors:	LESTARI, Evi SULARSO, Raden Andi SUROSO, Imam IRAWAN, Bambang AFANDI, Mochammad Farid SUSANTO, Arnis Budi
Keywords:	Servis Quality Carter Model Customer Loyalty
Issue Date:	Jun-2023
Publisher:	GENERAL MANAGEMENT
Abstract:	This study aims to examine the effect of service quality with the CARTER model on satisfaction and how it builds customer loyalty. This research was conducted in Indonesia with a population of all customers of Bank Syariah Indonesia The sampling technique in this study is by considering the criteria, namely, respondents are active bank customers who have had a account for at least 3 months. The data analysis technique in this study uses SEM analysis. The results show that the CARTER model has a significant influence on satisfaction , and satisfaction has a significant influence on customer loyalty. In addition, satisfaction has a mediating role on the effect of CARTER model service quality on loyalty.
URI:	https://repository.unej.ac.id/xmlui/handle/123456789/116939
Appears in Collections:	LSP-Jurnal Ilmiah Dosen

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