The Influence of Relational Benefits and Bank Brand Image to Customer Loyalty Through Sharia Bank Customer Satisfaction (A Study on PT Bank Syariah Mandiri Kediri Branch)

This study aims to examine the influence of relational benefits and bank brand image on customer loyalty through sharia bank customer satisfaction at PT Bank Syariah Mandiri Kediri Branch. This study uses survey method and questionnaire is used to collect the data. The sample of this study is individu who are customers of PT Bank Syariah Mandiri Kediri Branch and are chosen by using convenience sampling technique. The data analysis uses Partial Least Square (PLS) through SmartPLS version 2.0 software. The findings of this study show that: (1) Relational benefits has no influence to customer satisfaction, (2) Relational benefits has influence to customer loyalty, (3) Relational benefits has influence indirectly to customer loyalty through customer satisfaction, (4) Satisfaction has influence to customer loyalty, (5) Bank brand image has influence to customer satisfaction, (6) Bank brand image has influence to customer loyalty, (7) Bank brand image has no influence indirectly to loyalty through customer satisfaction.