THE EFFECT OF SERVICE QUALITY PERFORMANCE AND CUSTOMER ENGAGEMENT ON CUSTOMER SATISFACTION AND THE IMPACT ON CUSTOMER LOYALTY IN PRIVILEGE BANK DANAMON IN THE CITY OF BANDUNG

Abstract

This research is shown to obtain further description of the Effect of Service Quality Performance and Customer Engagement on Customer Satisfaction and the Impact on Customer Loyalty in Privilege Bank Danamon  In the City Of Bandung This quantitative method is used to describe the object of research and research variables in the form of descriptive data, while the verification method is used to examine the causality of variables in the form of Service Quality and Customer Engagement on Customer Satisfaction and its impact on Customer Loyalty. The number of samples for this study were 100 respondents and divided among Privilege customers of Bank Danamonin the City of Bandung the sampling technique in this study used a non-probability sampling technique. Namely includes accidental sampling. By using non-probability sampling, any sample is in the form of a questionnaire incidentally to Privilege Bank Danamon Bandung customers, while to test the hypothesis in this study using path analysis, namely the effect of service quality and customer engagement independent variables, intervening variables Customer Satisfaction while the dependent variable is Customer Loyalty. In this study, what will be tested is how much is the effect of service quality and customer engagement on customer satisfaction and its impact on customer loyalty. Where the results of the research by testing the research hypothesis, states: Service Quality Performance and Customer Engagement have a positive and significant effect on Customer Satisfaction and the Impact on Loyalty on Privilege Customers of Bank Danamonin the City of Bandung