Data yang terkumpul 275 dari 300 kuesioner yang disebarkan.
Dilakukan di Surabaya dengan obyek penelitian tiga Bank Mandiri cabang Surabaya. Penelitian ini menggunakan alat analisis Moderator Regression Analysis. Peneliti sangat tertarik dengan adanya perbedaan pendapat diantara para ahli tentang pengaruh kinerja jasa/layanan (service performance) dan kepuasan dalam pembentukan loyalitas nasabah, sehingga penelitian ini mempunyai tujuan yaitu: menguji pengaruh langsung service performance terhadap loyalitas nasabah, dan menguji pengaruh interaksi service performance dan kepuasan nasabah terhadap loyalitas nasabah dengan kepuasan sebagai variabel moderator antara service performance dan loyalitas nasabah. The result of the research indicates that the interaction between service performance and customer satisfaction being participated in the model of moderator regression equality so the result will explain more of the variance in customer loyalty than the direct influences of either service performance or customer satisfaction. The data of this research from the 300 questionaires distributed, 275 were returned. This research was conducted in Surabaya with research objects of three service industrie. This research use Moderator Regression Analysis (MRA) technique. Thus, the aims of the research is to test the influence of service performance in establishing customer loyalty, and to test the influence of interaction of service performance and customer satisfaction in establishing the customer loyalty with customer satisfaction as a moderating variable between service performance and customer loyalty.
The researcher is highly interested in many different opinions among same experts about the influence of service performance and customer satisfaction in establishing customer loyalty. Service performance, customer satisfaction, customer loyalty. Faculty of Economic, Petra Christian University