PENGARUH KUALITAS LAYANAN, E-FACTOR DAN KEMUDAHAN TERHADAP LOYALITAS PELANGGAN DENGAN MEDIASI KEPUASAN PELANGGAN

Abstract

Abstract:This study aims to analyze and discuss the effects of service quality, e-factor, and ease on loyalty with satisfaction as the mediation. The type of this research is quantitative. The sampling technique that used was purposive sampling with sample size of 220 respondents. Data analysis techniques using PASW Statistics 19 software and AMOS 20. Result of the research shows that significant effect betwen service quality, e-factor, and ease on customer satisfaction, service quality, e-factor, and ease on customer loyalty, customer satisfaction on customer loyalty and service quality, e-factor, and ease on loyalty with satisfaction as the mediation in Purnabakti product BTPN Nganjuk brach.

Keywords:service quality, e-factor, ease, customer satisfaction, andcustomer loyalty