Pengaruh Kualitas Layanan Terhadap Loyalitas Nasabah Dengan Intermediasi Kepuasan Nasabah Dan Nilai Yang Dirasakan Nasabah

  • Adinoto Nursiana Universitas Multimedia Nusantara
DOI: https://doi.org/10.31937/manajemen.v3i1.172

Abstract

The bank’s customer service quality is one of the primary factor that can effect customer’s loyality. This research examined the effect of service quality on customer loyalty with the intermediation customer satisfaction and intermediation customer perceived value. As analycal tool in this research is using soware LISREL 8.80.
Result from this research. first, service quality has a positif and significant impact on customer satisfaction. Second, service quality has a positif and significant impact on customer perceived value. Third, customer satsfaction has a positif and significant impact on customer loyalty. Fourth, customer perceived value has a negatif and does not have significant impact on customer loyalty. So as to enhance customer loyalty, banks need to provide the best quality service that will improve customer stisfaction.

Keyword : Service quality, customer satisfaction, customer perceived value, customer loyalty.

Downloads

Download data is not yet available.
Published
2011-06-01
How to Cite
Nursiana, A. (2011). Pengaruh Kualitas Layanan Terhadap Loyalitas Nasabah Dengan Intermediasi Kepuasan Nasabah Dan Nilai Yang Dirasakan Nasabah. Ultima Management : Jurnal Ilmu Manajemen, 3(1), 1-15. https://doi.org/https://doi.org/10.31937/manajemen.v3i1.172
Issue
Vol 3 No 1 (2011): ULTIMA MANAGEMENT
Section
Articles
Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike International License (CC-BY-SA 4.0) that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.

Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.