Theoretical Testing on Service Quality and Product Innovation of Small-micro Credit Banks (A Case Study)  

Oleh:

Dimyati, Mohamad

Jenis: Article from Journal - ilmiah nasional - terakreditasi DIKTI
Dalam koleksi: Journal of Economics, Business, & Accountancy: ventura vol. 14 no. 3 (Dec. 2011), page 225-238.
Topik: Theoretical Model; Service Quality; Product Innovation; Customer Satisfaction; Customer Trust; Customer Loyalty

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: VV5.8 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

Lihat Detail Induk

Isi artikel

The research topic is a theoretic influence of service quality and product innovation on customer loyalty which are mediated by customer satisfaction and customer trust borrowing micro and small scale credit of public bank in Jember Regency. A purposive sampling with disproportional allocation on 120 respondents was used to determine the sample (BRI, BNI, Bank Mandiri, and Bank Jatim branch office Jember), employing the Structural Equation Modeling with AMOS Version 5.0. The results show that the service quality influences significantly the customer satisfaction and the customer trust with a positive relationship direction; The customer trust influence significantly the customer loyalty with a positive relationship direction. The customer satisfaction and the product innovation do not influence the customer loyalty. The customer loyalty of the small and micro debtors of the public banks in Jember Regency are direct influenced by the service quality and the customer trust, and are indirectly influenced by the service quality, the customer satisfaction and the product innovation: the customer satisfaction and the product innovation do not either directly nor significantly the customer loyalty.

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