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

105 citations0/0 files storedJurnal Akuntansi dan Keuangan (Institute of Research and Community Outreach Petra Christian University)

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Banking Sector Performance and Management

Abstract

The objectives 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 with descriptive analysis method by taking sample from population and using questionnaire as the main data-collecting instrument. The population in this research is all customers of Mandiri Bank 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) model are: (1) Service quality has positive and significant influence on customer satisfaction. (2) Product quality has positive and significant influence on customer satisfaction. (3) Value for customer has positive and significant influence on customer satisfaction. (4) Customer satisfaction has positive, significant influence to customer loyalty. (5) Service quality has negative, significant influence on customer loyalty. (6) Product quality has negative, significant influence on customer loyalty. (7) Value for customer has positive, significant influence on customer loyalty. (8) Theoretical finding leading to the theory developed is service quality has negative, significant influence on customer loyalty. But significant influence on customer satisfaction. And product quality has negative, significant influence on customer loyalty. But positive, significant influence on customer loyalty mediated by customer satisfaction.

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References

2006Prosedur Penelitian Suatu Pendekatan Praktik 2000Marketing management: analysis. planning. implementation and control 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions 1988Models of Consumer Satisfaction Formation: An Extension 2009Manajemen pemasaran dan pemasaran jasa 1980Pricing: Making Profitable Decisions 2002Service loyalty

Cited by

2017KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH 2016Impact of Service Quality, Price, and Brand on Loyalty with the mediation of Customer Satisfaction on Pos Ekspres in East Java 2021The Influence of Brand Image and Product Quality on Customer Loyalty with Consumer Satisfaction as a Intervening Variable at Home Industry 2017Pengaruh Kualitas Layanan Perbankan Terhadap Kepuasan dan Loyalitas Nasabah Bank Syariah XYZ di Jakarta 2012PENGARUH KUALITAS LAYANAN, PRODUK, DAN KEWAJARAN HARGA TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN PADA LnC SKIN CARE SINGARAJA

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