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

Journal of Management and Entrepreneurship

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Title Pengaruh Kualitas Layanan, Kualitas Produk dan Nilai Nasabah Terhadap Kepuasan dan Loyalitas Nasabah Bank Mandiri
 
Creator Hidayat, Rachmad
 
Subject —
service quality, product quality, customer value, customer satisfaction and customer loyalty
 
Description 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.
 
Publisher Institute of Research and Community Outreach - Petra Christian University
 
Contributor —
 
Date 2009-12-11
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
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Format application/pdf
 
Identifier http://jurnalmanajemen.petra.ac.id/index.php/man/article/view/17746
10.9744/jmk.11.1.pp. 59-72
 
Source Jurnal Manajemen dan Kewirausahaan (Journal of Management and Entrepreneurship); Vol 11, No 1 (2009): MARCH 2009; pp. 59-72
1411-1438
 
Language eng
 
Relation http://jurnalmanajemen.petra.ac.id/index.php/man/article/view/17746/17666
 
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