Abstract :
The researcher is highly interested in many different opinions among same experts about the
influence of service performance and customer satisfaction in establishing customer loyalty.
Thus, the aims of the researcher is to test the influence of service performance in establishing
customer loyalty, and to test the influence of interaction of service performance and customer
satisfaction in establishing the customer loyalty with customer safisfaction as a moderating
variable between service performance and customer loyalty. This research was conducted in
Tangerang with research objects of one service industry. It is Bank Central Asia. The data of this
research were 230 questionaires distributed. The results of the research indicates that the
interaction between service performance and customer satisfaction being participated in the
model of moderafor regression equality so the result will explain more of the variance in
cusfomer loyalty than the direct influences of either service performance or customer
satisfaction.
Keywords: service performance, customer satisfaction, customer loyalty.