Pengaruh Kualitas Layanan, Kualitas Produk dan Nilai Nasabah Terhadap Kepuasan dan Loyalitas Nasabah Bank  

Oleh:

Hidayat, Rachmad

Jenis: Article from Journal - ilmiah nasional - terakreditasi DIKTI
Dalam koleksi: Journal of Economics, Business, & Accountancy: ventura vol. 12 no. 2 (Aug. 2009), page 99-116.
Topik: Service Quality; Product Quality; Customer Value; Customer Satisfaction; Customer Loyalty

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: VV5.6 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

Lihat Detail Induk

Isi artikel

The objective of this study is to measure customer level of satisfaction and loyalty toward banking service in East Java. This study is categorized as survey research using descriptive analysis method by taking the sample from the population and questionnaires as the main data collection. The population in this research is all customers fo banks in East Java. The respondents are chosen by using probability sampling and systematic random sampling techniques. The research sample is chosen randomly for the first data whereas the following is using certain interval. The results of analysis using Structural Equation Modeling (SEM) are: (1) Service quality has positive and significant effect toward customer satisfaction. (2) Product quality has positive and significant effect toward customer satisfaction. (3) Customer value has no significant effect toward customer loyalty. But, service quality has positive and significant indirect effect toward customer loyalty mediated by customer satisfaction. (5) Product quality has negativae and no significant indirect effect toward customer loyalty mediated by customer satisfaction. (6) Customer value has positive and significant effect toward customer loyalty. (7) Customer satisfaction has positive and significant effect to customer loyalty.

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