Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah dan Loyalitas Nasabah Tabungan Britama Pada PT. Bank Rakyat Indonesia (Persero) Tbk Cabang Samarinda

Authors

DOI:

https://doi.org/10.54144/jadbis.v8i3.3800

Keywords:

Service Quality, Customer Satisfaction, and Customer Loyalty

Abstract

This study aims to determine: (1) the effect of service quality on customer loyalty; (2) the effect of service quality on customer loyalty; (3) the effect of satisfaction on customer loyalty. The type of research (explanatory effect). Samples of 110 respondents of savings accounts in BRI branch Samarinda. This study uses survey methode and data collection methods using questionnaires. Analysis of data used path analysis. Results of the path analysis can be seen that: (1) service quality variable have a significant effect on customer satisfaction variable; (2) service quality variable have a significant influence on customer loyalty variable; (3) customer satisfaction variable do not have a significant effect on customer loyalty variable.

References

Darsono, L. I., (2008), Hubungan Perceived Service Quality dan Loyalitas: Peran Trust dan Satisfaction sebagai Mediator, The 2nd National Conference UKWMS Surabaya

Kotler, Philip. (2002). Manajemen Pemasaran. Ahli Bahasa: Hendra Teguh, Ronny Antonius Rusli. Edisi Milenium II. Jilid II Jakarta: PT Prenhalindo

Prasetyo, Bambang dan Lina Miftahul Jannah 2012. Metode Penelitian

Kuantitatif Teori dam Aplikasi. Edisi 7 Jakarta: PT. Raja Grafindo Persada

Tjiptono, Fandy. 2006. Marketing Strategy. Yogyakarta: Publisher Andi.

Tjiptono, Fandy. 2006. Pemasaran Jasa. Malang: Bayumedia

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Published

2020-08-23

Issue

Vol. 8 No. 3 (2020): Jurnal Administrasi Bisnis

Section

Articles

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