Vaputri, Ivany and Sitepu, Badikenita and Suryanto, Gregorius I. (2016) The Effect of Service Quality Towards Customer Satisfaction and Loyalty in Citibank Indonesia. Masters thesis, Swiss German University.

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Abstract

The purpose of this thesis aims to find the interrelationships between service quality, customer satisfaction and customer loyalty in the banking sector in Citibank Indonesia. Also identify the most important attributes of service quality considered by customers in the banking sector and analyse the correlation between service quality towards customer loyalty by interlinking customer satisfaction as moderate variable. In this research, there are several variables relating to service quality, customer satisfaction and customer loyalty. Data were collected from 100 Citi Gold customer by using SPSS and AMOS. The data is analyzed through structural equation model (SEM) and also supported by semi-structured interviews with the Relationship Manager (RM) in Citibank Indonesia. The research found not all service quality variables are correlated to customer satisfaction, However, Customer Satisfaction has strong correlation to Customer Loyalty. The research discusses important implications regarding the effect of service quality for enhancing customers’ satisfaction and increasing loyalty customer by improve their service quality.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Service Quality; Customer Satisfaction; Customer Loyalty
Subjects:	H Social Sciences > HF Commerce > HF5001 Business H Social Sciences > HF Commerce > HF5415 Consumer Behavior H Social Sciences > HG Finance > HG1501-3550 Banking
Divisions:	Faculty of Business Administration and Communication > Department of Business Administration
Depositing User:	Atroridho Rizky
Date Deposited:	07 Jul 2020 13:27
Last Modified:	07 Jul 2020 13:27
URI:	http://repository.sgu.ac.id/id/eprint/1073

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