PENGARUH KEPUASAN TERHADAP LOYALITAS DENGAN MEDIASI KOMITMEN PADA NASABAH BANK BCA KCP NGORO MOJOKERTO

Research show that how customer satisfaction, loyalty and commitment are defined and relate to each other. The design of this study using judgment sampling. The data was collected using questionnaire. It is based on 110 responses collected from Banking BCA KCP Ngoro Mojokerto. The method analysis used in this research is maximum likehood test using the program AMOS version 18.0. the results showed that just three hypothesis was accepted, customer satisfaction to customer commitment has a significant influence, customer commitment to customer loyalty has a significant influence, and customer satisfaction to customer loyalty with a customer commitment as a mediating has a significant influence. Keyword : Customer satisfaction, Customer commitment, Customer loyalty