Customer Satisfaction as an Influence Mediation of Service Quality, Financial Considerations, Convenience Toward Switching Behavior (Study on Customer of PT. Bank Central Asia Tbk, Branch Malang)

Abstract

Thi s research has discussed switching behavior problem mediated by customer satisfaction. The aims of this research are to understand cus tomer satisfaction dimension which are consist of service quality, financial considerations, and convenience in its influence towards switching behavior, by us ing survey of 200 inactive customer to veri fy research hypothesis. Data analysis using Partial Least Square (PLS) analysis methods toward customer of PT. Bank Central Asia, Tbk branch Malang. This result research has shown that s ervice quality s ignificantly influence to switching behavior financial cons ideration significantly influence to switching behavior in term of low savings rate dimension, but insignificant to administration fee and loan interest, convenience insignificantly influence to switching behavior in terms of ATM and service hours. New findings that convenience is also i nvolve provided parking lot, almost in every branch office of BCA in Malang complaining the same thing. [ABSTRACT FROM AUTHOR]