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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