The Effect of Employee Communication Skills, Employee Knowledge, Employee Commitment, and Employee Interactional justice Toward Customer Loyalty Through Customer Attitude and Customer Participation at PT. Bank Mandiri of Surabaya City

Name of Author : Dr. Alexandre Pires

Abstract: This study aimed to test and analyze the effect of employee communication skills, employee knowledge, employee commitment, and employee interactional justice toward customer loyalty through customer attitude and customer participation at PT. Bank Mandiri of Surabaya City. This study used free variables, i.e. employee communication skills, employee knowledge, employee commitment, and employee interactional justice; intervening variables, i.e. customer attitude and customer participation; and independent variable, i.e. customer loyalty. This study focused the review on marketing strategy management field. Respondents in this study were the customers for more than 3 years in total of 194 persons spread in 9 branch offices of Bank Mandiri in Surabaya City, i.e. KCP Basuki Rahmat, Tunjungan Plaza Surabaya, Bratang Binagun, Rungkut Industri, Mandiri KCP Surabaya Kusuma Bangsa, Mandiri KCP Surabaya Darmo Permai, Mandiri KCP Surabaya Kertajaya, Mandiri KCP Surabaya Pemuda, and Mandiri KCP Surabaya Citra Raya G-Walk.

Keywords : Employee Communication Skills, Employee Knowledge, Employee Commitment, Employee Interactional justice, Customer Attitude, Customer Participation, Customer Loyalty

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