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Customer Income Role as Moderation Variable of Satisfaction Effect on Customer Loyalty in Bank Negara Indonesia (Persero), Tbk. In Southeast Sulawesi

Abstrack - This research is titled „Customer Income Role as Moderation Variable of Satisfaction Effect on Customer Loyalty in Bank Negara Indonesia (Persero), Tbk. In South Sulawesi. This research aims to study and analysis the satisfaction customer effect on Loyalty as well as customer income role as moderation variable of satisfaction effect on Loyalty BNI (Persero) tbk. In South Sulawesi. This research objects are satisfaction, income and Loyalty of BNI customers in South Sulawesi. The data collection is conducted by using literature review, survey and interview methods. The research population is all of the BNI customers in Southeast Sulawesi having savings more than 2 (two) years and with age more than 17 years old. The number of respondents in this research is 400 people distributed in 12 regencies / cities determined in proportional random sampling. The analysis used is Partial Least Square (PLS) with SmartPLS software. These research results show that : (1) The customer satisfaction has no effect on customer loyalty. (2) The customer income gives reinforcement effect on BNI customer Loyalty in Southeast Sulawesi. Keywords: Customer Satisfaction, Customer Income, Customer Loyalty <Download Here>

Author      : Abdul Razak, Alida Palilati, Ibnu Hajar, Rahmat Madjid
Publikasi  : Theijes.Com

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