ANALISIS KUALITAS PELAYANAN, PENANGANAN KOMPLAIN TERHADAP LOYALITAS NASABAH DENGAN CITRA BANK DAN KEPUASAN SEBAGAI VARIABEL INTERVENING

Abstract

This study has purpose to improved empirically the impact of service quality and the handling of
complaints against the loyalty and satisfaction with the bank's image as an intervening variable. In
this study used 140 respondents. In this study used three main variable is the variable quality of
service and complaint handling. Both intervening variable that is the bank's image and satisfaction.
The third dependent variable is loyalty. Data processing is done by using SEM were analyzed using
AMOS. test results found that 1). service quality significantly influence loyalty. 2). complaint
handling significant effect on loyalty. 3). service quality significantly influence the bank's image. 4).
complaint handling significant effect on the bank's image. 5). service quality significantly influential
to satisfaction. 6). complaint handling significantly influential to satisfaction. 7). the bank's image
significantly influential on loyalty. 8). satisfaction significantly influential on loyalty. 9) the bank's
image does not act as intervening between service quality and loyalty. 10). the image of the bank
did not act as intervening between the handling of complaints against the loyalty. 11). satisfaction
does not act as intervening between service quality and loyalty. 12). satisfaction does not act as an
intervening variable between the handling of complaints against the loyalty.
Keyword: Quality Service, Complaint Handling, Image Bank, Customer Satisfaction and
Loyalty