Pengaruh Dimensi Servqual Terhadap Dimensi Kualitas Relasional Serta Perannya Dalam Menimbulkan Niat Beli Ulang dan Loyalitas  

Oleh:

Nursilawati, Emi ; Sudjadi, Achmad ; Istiqomah

Jenis: Article from Journal - ilmiah nasional
Dalam koleksi: Jurnal Ekonomi Perusahaan vol. 14 no. 1 (Mar. 2007), page 1-9.
Topik: Serqual; Relational Quality; Satisfaction; Trust; Commitment; Loyalty

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: JJ60 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Isi artikel

The purpose of this study is to examine the effect of servqual dimensions (physical evidence, people, and process) on relational quality dimensions (satisfaction, trust, and commitment) and their role to stimulate intention to repurchase and loyalty. The population includes everyone holding banking relational facilities shown by the ownership of debit/ATM and credit cards in Purwokerto. There were 142 respondents purposively selected for the study. Data analysis using Structural Equation Modeling produce the following results: 1) servqual dimensions influence satisfaction, but does not influence trust, 2) satisfaction influences trust and commitment, but has no effet on loyalty, and 3) commitment influences the intention to repurchase, which determines customer loyalty.

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