ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS NASABAH PADA BANK MUMALAT INDONESIA CABANG BANJARMASIN

This study analyzes the factors that infl uence customer loyalty Banjarmasin Branch of Bank Muamalat Indonesia. The problems in this research is how the infl uence of service quality on customer satisfaction, trust, commitment and customer loyalty, how to infl uence satisfaction, corporate image, trust and commitment to loyalty. The purpose of the research was to determine and analyze various factors that infl uence loyalty. The research sample totaled 110 respondents. Data were analyzed using SEM. The results showed an effect of service quality on satisfaction, trust, commitment and loyalty. Corporate image effect on loyalty. Meanwhile, customer satisfaction, trust and commitment are not shown to infl uence the customer loyalty. Keywords : Service Quality, Satisfaction, Corporate Image, Trust, Commitment, Loyalt