Analysis of Service Quality and Trust in Satisfaction and It’s Impact on Customer Loyalty of Pt. Bank CTBC Indonesia (Case Study at Pt. Bank CTBC Indonesia Mangga Dua Branch Jakarta)


Authors : Yohanda Andreas H, Dr. Djumarno, MBA.

Volume/Issue : Volume 4 - 2019, Issue 5 - May

Google Scholar : https://goo.gl/DF9R4u

Scribd : https://bit.ly/2YXSeK1

In keeping up with the development and changes in the existing industrial world, the implementation of marketing strategies always have to be updated. In order to meet the customers’ satisfaction, quality of service and trust from the company or bank are very important. Therefore, it has an impact on customer loyalty. This study aims to analyze service quality and trust in the satisfaction that have an impact on customer loyalty.

Keywords : Service Quality, Trust, Satisfaction, and Customer Loyalty. Paper

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