pengaruh kualitas layanan internet banking terhadap loyalitas nasabah dengan pemediasi kepuasan nasabah bank cimb niaga di surabaya pengaruh kualitas layanan internet banking terhadap loyalitas nasabah dengan pemediasi kepuasan nasabah bank cimb niaga di surabaya

the development of the banking industry that there is an impact on the competitive rivalry between banks. therefore, the requires a strategy to win the competition, one of them through increased customer satisfaction. customer satisfaction can be achieved through quality services, where customer service that exceeds expectations, it can give satisfaction and furthermore can create customer loyalty by continuing to use the services of banks. this study aims to determine the effect of service quality on customer loyalty mediated by customer satisfaction in cimb niaga bank. this research is causal research with survey method. the population in this study are customers of bank cimb niaga in surabaya. samples were taken up to 130 people using purposive sampling technique, so that the sample used is based on prescribed criteria, at least 17 years old. data collection in the study conducted by distributing questionnaires. data analysis techniques are used sem-pls (partial least square). the result of the research shows that service quality has positive and significant influence on customer loyalty which means that better service quality that given by cimb niaga bank to its customers so that the customers are loyal to cimb niaga bank, thus the loyalty is increased. customer satisfaction has positive and significant influence on customer loyalty which means that the satisfied customers toward the service they received is also higher and this makes them more loyal to cimb niaga bank