A Moderating Effect of Commitment and Customers??? Satisfaction on the Effect of Service Quality to the Customers??? Perpetuation in People's Credit Bank (Bank Perkreditan Rakyat/BPR) in Makassar

摘要

This research was conducted in order to test and assess the interaction between service quality and customer satisfaction with the commitment to the perpetuation of customers on BPR in Makassar. Research was conducted on the entire customer rural banks (BPR) in Makassar, South Sulawesi Province, the sample size used was 300 respondents. Analysis equipment used in this study is a quantitative approach that is inferential statistical analysis with Structural Equation Modeling (SEM) based variance is known as a method WarpPLS.0. The results of analysis show that there is significant influence between the variables Quality of Service, Commitment and Customer Satisfaction to Customer perpetuation. It was also found that the results of the variable commitment and customer satisfaction is the moderator variable that is false and strengthen the influence of service quality on customer perpetuation.