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DIMENSI NILAI JASA BANK TERHADAP KEPUASAN NASABAH DAN DAMPAKNYA PADA LOYALITAS (STUDI PADA BANK BCA CABANG SURABAYA)

Jurnal Manajemen Pemasaran

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Title DIMENSI NILAI JASA BANK TERHADAP KEPUASAN NASABAH DAN DAMPAKNYA PADA LOYALITAS (STUDI PADA BANK BCA CABANG SURABAYA)
 
Creator Wibowo, Danny
 
Subject —
Dimension of bank service value, customer satisfaction, loyalty
 
Description The purpose of this study is to investigate and analyze the effect of directly or indirectly between dimensions variable value of bank services (interest rates, facilities, employees, obligations, the process, a sense of security and benefits) to the loyalty of the customer satisfaction variables mediate Bank BCA Darmo Branch Surabaya. Type of research is primary data is data obtained from the results of observations, interviews and meetings with the object as well as the respondents' answers on questionnaires distributed and secondary data, the data obtained from the company's internal data, journals, books related to the object research. Method of collecting data by conducting field research aimed at gaining empirical data to test the hypothesis. Analysis approach in this study is quantitative. The study results showed two stage least square analysis showed that the dimensional value of bank services direct effect on customer loyalty and indirect effect can also (bank service value dimensions influence customer loyalty is mediated by customer satisfaction variable).
 
Publisher Institute of Research and Community Outreach - Petra Christian University
 
Contributor —
 
Date 2012-04-01
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
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Format 0
 
Identifier http://jurnalpemasaran.petra.ac.id/index.php/mar/article/view/18780
10.9744/pemasaran.7.1.9-24
 
Source Jurnal Manajemen Pemasaran; Vol 7, No 1 (2012): APRIL 2012; 9-24
2597-615X
1907-235X
 
Language eng
 
Relation http://jurnalpemasaran.petra.ac.id/index.php/mar/article/view/18780/18504
 
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