PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH DENGAN INTERMEDIASI KEPUASAN NASABAH DAN NILAI YANG DIRASAKAN NASABAH

ULTIMA MANAJEMEN

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Field Value
 
Title PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH DENGAN INTERMEDIASI KEPUASAN NASABAH DAN NILAI YANG DIRASAKAN NASABAH
 
Creator NURSIANA, ADINOTO
 
Description The bank’s customer service quality is one of the primary factor that can effect customer’s loyality. This research examined the effect of service quality on customer loyalty with the intermediation customer satisfaction and intermediation customer perceived value. As analycal tool in this research is using soware LISREL 8.80.Result from this research. first, service quality has a positif and significant impact on customer satisfaction. Second, service quality has a positif and significant impact on customer perceived value. Third, customer satsfaction has a positif and significant impact on customer loyalty. Fourth, customer perceived value has a negatif and does not have significant impact on customer loyalty. So as to enhance customer loyalty, banks need to provide the best quality service that will improve customer stisfaction.
 
Publisher ULTIMA MANAJEMEN
Jurnal Manajemen
 
Contributor
 
Date 2011-06-01
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Artikel yang dipeer-review
 
Format application/pdf
 
Identifier http://ejournals.umn.ac.id/index.php/manajemen/article/view/172
 
Source ULTIMA MANAJEMEN; Vol 3, No 1 (2011): Ultima Manajemen
Jurnal Manajemen; Vol 3, No 1 (2011): Ultima Manajemen
2549-404X
2805- 4587
 
Language ind
 
Relation http://ejournals.umn.ac.id/index.php/manajemen/article/view/172/144
 
Rights ##submission.copyrightStatement##
 

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