analisis, Volume 1, Nomor 2, Maret 2004
AUTHOR:
Alida Palilati
Staf Pengajar pada Fakultas Ekonomi, Universitas Haluoleo, Kendari
ABSTRACT:
The study tries to test the impact customers satisfaction on the bank loyality. The data were collected from 477 customers in 7 sample areas selected by simple random sampling. The study reveals that there is no significant correlation between adequate satisfaction and loyality. The desired satisfaction correlated significantly and negatively with loyality, meaning that if the customers dissatisfaction increases, their loyality will decrease. However the customers will be loyal in their willingness to accept low interest or high cost as their willingness to pay more to the company they trust. The dominant factors affecting the loyality are professionalism of the staff, interactive relations, and bank image.
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