TY  - JOUR
T1  - Customer Satisfaction as a Mediation in Creating Customer Loyalty on Banking Industry in
Indonesia
AU - Puspaningrum, Astrid 
JO  - Journal of Engineering and Applied Sciences
VL  - 15
IS  - 12
SP  - 2549
EP  - 2555
PY  - 2020
DA  - 2001/08/19
SN  - 1816-949x
DO  - jeasci.2020.2549.2555
UR  - https://makhillpublications.co/view-article.php?doi=jeasci.2020.2549.2555
KW  - Service quality
KW  -Customer Relationship Marketing (CRM)
KW  -customer satisfaction
KW  -customer loyalty
KW  -banking industry
AB  - The purpose of this research is to examine
customer satisfaction models in mediating customer
loyalty. The population of this study is customers of
governmental bank such as Bank Mandiri, Bank Negara
Indonesia. The data analysis technique used is Structural
Equation Modeling (SEM). The results show that
customer satisfaction mediates service quality on
customer loyalty. These results indicate that the quality
of services provided by the banking industry makes
customers feel satisfied, so, it results in customer’s
decision to remain loyal to a certain bank and customer
satisfaction mediates the influence of customer
relationship marketing on customer loyalty. These results
indicate that customer relationship marketing built by the
banking industry makes customers feel satisfied, so that,
it makes them decide to be a loyal customer of a certain
bank.
ER  -