Impact Analysis Service Performance In Establishing Customer Satisfaction And Loyalty

ADRI International Journal Of Managerial and Entrepreneurship

View Publication Info
 
 
Field Value
 
Title Impact Analysis Service Performance In Establishing Customer Satisfaction And Loyalty
 
Creator ., Istiningsih
 
Description Abstract. Researchers interested in researching on the effect of the performance of  service performance  and satisfaction in the formation of customer loyalty, so this study has the objective to test the direct effect of service performance on customer loyalty, and examine the effect of the interaction of service performance and customer satisfaction on customer loyalty. This study uses regression analysis. This research was conducted in Pontianak with research objects Kalbar Bank Headquarters. Samples were taken throughapproach purposive sampling as much as 100 respondents who returns 96 respondents from questionnaires distributed. The results showed that the service performance and customer satisfaction impact on customer loyalty. This makes the customer a reason to remain loyal as a customer and saving money in Bank Kalbar. The results of this study indicate that other factors referred to is customers outside local government employees, communities of West Kalimantan still choose to save in Bank Kalbar is because there is an emotional attachment as citizens of West Kalimantan.
 
Publisher ADRI
 
Contributor ADRI (the associations of experts and lectures of the Republic Indonesia)
 
Date 2017-11-05
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://ejournal.p-adri.org/index.php/ijmaen/article/view/226
 
Source ADRI International Journal Of Managerial and Entrepreneurship; Vol 1, No 1 (2017): May 2017
2549-5453
2549-5445
 
Language eng
 
Relation http://ejournal.p-adri.org/index.php/ijmaen/article/view/226/220
 
Rights Copyright (c) 2017 ADRI International Journal Of Managerial and Entrepreneurship
https://creativecommons.org/licenses/by-nc-nd/4.0
 

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