# Effect of commitment and customers’ satisfaction on the relationship between service quality and customer retention in rural banks in Makassar, Indonesia
> Sigit Parawansa D.A.

URL kanonis: https://discover.unhas.ac.id/publications/pub_scopus_85042566941
Jurnal / Konferensi: Journal of Management Development
Tahun terbit: 2018
DOI: https://doi.org/10.1108/JMD-12-2016-0303
ISSN: 02621711
Kuartil SJR: Q1
Citations: 25

## Authors
- Sigit Parawansa D.A.

## Abstract
Purpose The purpose of this paper is to investigate the effect of commitment and customer’s satisfaction on the relationship between service quality and customer retention. Design/methodology/approach The research was conducted on the entire customer rural banks (BPR) in Makassar, South Sulawesi Province; the sample size comprised 300 respondents. Analysis equipment used in this study is a quantitative approach that is inferential statistical analysis with structural equation modeling based variance is known as a method WarpPLS. Findings The results of the analysis show that there is significant influence between the variables of service quality, commitment, customer satisfaction, and customer retention. It was also found that the results of the variables commitment and customer satisfaction mediate the effect of service quality on customer’s retention. Originality/value The study showed the mediation effect (using the Sobel test) of service quality on customer retention using commitment and customer satisfaction as intervening variables in rural banks; and the study was conducted in the customer rural banks (BPR) in Makassar, South Sulawesi Province, where no such study for this relationship has been conducted previously.

## Keywords
- Customer satisfaction
- Service quality
- Customer retention
- Sobel test
- Business
- Marketing
- Mediation
- Customer equity
- Customer advocacy
- Customer delight
- Business process reengineering
- Service (business)
- Statistics
- Mathematics
- Path analysis (statistics)
- Sociology
- Social science
- Lean manufacturing

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Sumber: Discover Unhas — RIMS Universitas Hasanuddin.
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