PENGARUH KUALITAS LAYANAN, KEPUASAN DAN LOYALITAS PELANGGAN
Abstract: This research aims to analyze the effect of service quality on customer satisfaction and loyalty. Population of the research is all customers of conventional banks in Situbondo. Purposive sampling method was used with the sample consisted of 115 respondents. Results of path analysis test s...
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| Format: | EJournal Article |
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Jurusan Manajemen Fakultas Ekonomi dan Bisnis,
2015-01-12.
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| Online Access: | Get Fulltext |
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| LEADER | 01303 am a22002053u 4500 | ||
|---|---|---|---|
| 001 | BISMA_article_view_5880_4360 | ||
| 042 | |a dc | ||
| 100 | 1 | 0 | |a Yulisetiarini, Diah |e author |
| 245 | 0 | 0 | |a PENGARUH KUALITAS LAYANAN, KEPUASAN DAN LOYALITAS PELANGGAN |
| 260 | |b Jurusan Manajemen Fakultas Ekonomi dan Bisnis, |c 2015-01-12. | ||
| 520 | |a Abstract: This research aims to analyze the effect of service quality on customer satisfaction and loyalty. Population of the research is all customers of conventional banks in Situbondo. Purposive sampling method was used with the sample consisted of 115 respondents. Results of path analysis test showed that physical evidence, reliability, responsiveness, empathy, assurance, and customer satisfaction had significant effect on customer loyalty. Keywords: Service Quality, Satisfaction, Loyalty | ||
| 540 | |a Copyright (c) 2015 Jurnal Bisnis dan Manajemen | ||
| 546 | |a eng | ||
| 655 | 7 | |a info:eu-repo/semantics/article |2 local | |
| 655 | 7 | |a info:eu-repo/semantics/publishedVersion |2 local | |
| 786 | 0 | |n 1978-3108 | |
| 786 | 0 | |n 2623-0879 | |
| 786 | 0 | |n BISMA: Jurnal Bisnis dan Manajemen; Vol 9 No 1 (2015); 17-28 | |
| 787 | 0 | |n https://jurnal.unej.ac.id/index.php/BISMA/article/view/5880/4360 | |
| 856 | 4 | 1 | |u https://jurnal.unej.ac.id/index.php/BISMA/article/view/5880/4360 |z Get Fulltext |