THE EFFECT OF SELF SERVICE TECHNOLOGY AND SERVICE QUALITY ON LOYALTY WITH SATISFACTION AS MODERATION

Novi Novaria; Tuti  Sulastri; Jemi Pabisangan Tahirs; Teguh Setiawan Wibowo

doi:10.54209/ekonomi.v12i3.2186

Authors

Novi Novaria STIA Sandikta Bekasi
Tuti Sulastri Universitas Islam 45 Bekasi
Jemi Pabisangan Tahirs Universitas Kristen Indonesia Toraja
Teguh Setiawan Wibowo STIE Mahardhika Surabaya

DOI:

https://doi.org/10.54209/ekonomi.v12i3.2186

Keywords:

Self Service Technology, Service Quality, Satisfaction, Loyalty

Abstract

Loyalty or faithfulness of a consumer is one thing that needs to be considered by financial service companies such as banking. The purpose of this study was to determine the effect of self-service technology and service quality on loyalty with satisfaction as moderation. The population in this study is the largest bank customers in Indonesia. The results showed that self-service technology and service quality had an effect on loyalty. Then, satisfaction as a moderation that is able to moderate self-service technology and service quality on loyalty

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Author Biographies

Novi Novaria, STIA Sandikta Bekasi

Tuti Sulastri, Universitas Islam 45 Bekasi

Jemi Pabisangan Tahirs, Universitas Kristen Indonesia Toraja

Teguh Setiawan Wibowo, STIE Mahardhika Surabaya

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