Record Details

PENGARUH SERVQUAL TERHADAP LOYALITAS NASABAH DENGAN KEPUASAN SEBAGAI PEMEDIASI STUDI PADA BANK DAERAH DI YOGYAKARTA

KINERJA: Journal of Business and Economics

View Archive Info
 
 
Field Value
 
Title PENGARUH SERVQUAL TERHADAP LOYALITAS NASABAH DENGAN KEPUASAN SEBAGAI PEMEDIASI STUDI PADA BANK DAERAH DI YOGYAKARTA
 
Creator Andalas, Purwani Retno
Putra, Alfa Santoso B
 
Description This study aims to analyze the impact of servqual to customer loyalty with customer satisfaction as the intermediary variable on regional bank BPR and BPD in Yogyakarta. Simple regression, multiple regression, and path analysis are used as the analysis tools. This study indicates that servqual significantly affects to customer satisfaction, customer loyalty of regional bank. Furthermore, customer satisfaction also significantly affects to customer loyalty of regional bank and the interaction of servqual impact to customer loyalty moderated by customer satisfaction.Keywords: servqual, customer satisfaction, customer loyalty, regional bank
 
Publisher Faculty of Economics Universitas Atma Jaya Yogyakarta
 
Contributor —
 
Date 2017-02-21
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://ojs.uajy.ac.id/index.php/kinerja/article/view/524
10.24002/kinerja.v18i2.524
 
Source KINERJA; Vol 18, No 2 (2014): Kinerja; 115-129
2549-1709
0853-6627
 
Language eng
 
Relation https://ojs.uajy.ac.id/index.php/kinerja/article/view/524/547