The Effect of Post-usage on Customer Loyalty: The Mediating Role of Satisfaction Intan Permana (a*), Ratih Hurriyati (b), Heny Hendrayati
a) Doktor Manajemen, Univeristas Pendidikan Indonesia
Jalan Dr. Setiabudhi No.229 Bandung, West Java 40154
*intanpermana[at]upi.edu
b) Sekolah Pascasarjana, Universitas Pendidikan Indonesia
Jalan Dr. Setiabudhi No.229 Bandung, West Java 40154
b) Sekolah Pascasarjana, Universitas Pendidikan Indonesia
Jalan Dr. Setiabudhi No.229 Bandung, West Java 40154
Abstract
This article examines how the post-usage influences customer loyalty in
the context of e-banking and the role of satisfaction as a mediator factor. For these purposes, research hypotheses based on the content analysis of the previous studies were developed and tested using 100 electronic customers banking services in Indonesia. Using multiple regression analysis, the
empirical results suggested that post-usage has a positive and significant on customer loyalty. Also, satisfaction is partially mediating the relationship between post-usage and customer loyalty. These findings represent a
valuable contribution to post-usage the bank^s customer, and customer loyalty and satisfaction literature through providing its management with a clear guidance concerning how to efficiently utilize their post-usage and customer satisfaction in order to enhance their customer loyalty.
