The concept of service quality, consumers satisfaction and service loyalty is related to each other. The correlation between consumers value and loyalty is also effected by product characteristic and its purchasing pattern. If the purchase the purchase constitute a habitual activity, the customers are likely to be loyal to the brand / company. The research is analizing correlation pattern between value variables of product attributes, satisfaction level and bank customers loyalty in Bank Akita Menteng Branch. The data was collected incindentally at random from 150 samples and analized by using lisrel program 8.70. The analysis result revealed that the value of performance of saving deposit service attribute received by depositors is positively and significantly affected the adequate satisfaction level and desired satisfaction level. The adequate satisfaction level and desired satisfaction level is significantly and positively affected toward consumers loyalty.
It is also discovered that value and loyalty of the consumers has a significant and negative relation. The satisfaction level was the mediator level between value and loyalty. As a result of dissatisfaction on attribute performance of saving deposit service, the loyalty of consumers in declining. |