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The Roles Of Commitment In Mediating The Effect Of Complaint Handling Satisfaction’s Towards Customers Loyalty

Abstract - research was aimed to examine and prove empirically: (1) The effect of complaint handling satisfaction’s towards customers commitment and loyalty of Bank BRI in Southeast Sulawesi. (3) The effect of commitment towards customers lotalty of Bank BRI in Southeast Sulawesi. (4) The effect of complaint handling satisfaction’s towards loyalty through customers commitment of Bank BRI in Southeast Sulawesi. Population of this reseacrh was all customers of Bank BRI in Southeast Sulawesi that have ever delivered complaints and who have obtained the saving account for more than two years with above 17 years old customers. The sample of this research was 130 respondents, the sample was decided by purposive sampling. Data analysis of the research through path analysis. The findings show: (1) the higher customers complaint handling satisfaction’s will increase the customers loyalty of Bank BRI in Southeast Sulawesi. (2) the higher customers complaint handling satisfaction’s will increase the customers commitment of Bank BRI in Southeast Sulawesi. (3) the higher customers commitment will increase the customers loyalty of Bank BRI in Southeast Sulawesi. (4) the higher complaint handling satisfaction’s thus loyalty will increasecustomers loyalty of Bank BRI In Southeast Sulawesi. Keywords : Complaint Handling Satisfaction, Customers Commitment, Customers Loyalty. Author : Abdul Razak, Nofal Supriaddin, Bakhtiar Abbas, Nasrul Anaam, Fauzih Link Source : Theijes.com

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