Abstract
Automated Teller Machines (ATMs) are a medium for financial transactions. This study investigates the impact of service distribution and service satisfaction on customer loyalty on ATM usage of the BRI Syariah Sub-Branch Office (KCP) Pamekasan. Data obtained from primary data in ATM user respondents' Form, the data analyzed by SEM with PLS approach. The calculation is carried out in two phases, the first-order phase, and the second-order phase. A validity and reliability test revealed that all three variables were valid and reliable in the first-order phase. At the same time, the second-order phase was used, CFA, and Construct Reliability. Subsequently, an Inner Model test uncovered that the Service Distribution has no significant effect on Customer Loyalty. Contrastively, Service Satisfaction has a significant positive impact on customer loyalty. The goodness of Fit based on R-Square reveals that Service Distribution and Service Satisfaction can explain Service Loyalty at BRI Syariah KCP Pamekasan ATM very well.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
