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    ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH TABUNGAN BRITAMA PT. BANK RAKYAT INDONESIA (PERSERO), Tbk CABANG JEMBER

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    Jur INSPIRAT_1.pdf (8.046Kb)
    Date
    2014-04-15
    Author
    Imam Suroso
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    Abstract
    The study aimed at finding out and analyzing the effects of service quality, which included the components of tangibles, reliability, responsiveness, assurance, and empathy, on the customers’ satisfaction and loyalty. The study was an explanatory (confirmatory) research. The samples of the study were taken by using purposive sampling technique. The collected data were computed by using Analysis of Moment Structure (AMOS) software and analyzed by using Path Analysis. The results showed that the service quality (tangibles, reliability, responsiveness, assurance and empathy) had significant effects on the customers’ satisfaction; the service quality did not have significant effects on the customer loyalty; and the customer satisfaction had significant effects on the customer loyalty.
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    http://repository.unej.ac.id/handle/123456789/57001
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    • Fakultas Ekonomi [238]

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    UPA-TIK Copyright © 2024  Library University of Jember
    Contact Us | Send Feedback

    Indonesia DSpace Group :

    University of Jember Repository
    IPB University Scientific Repository
    UIN Syarif Hidayatullah Institutional Repository