PENGARUH KUALITAS LAYANAN, KEPUASAN DAN LOYALITAS PELANGGAN

  • Diah Yulisetiarini Universitas Jember

Abstract

Abstract: This research aims to analyze the effect of service quality on customer satisfaction and loyalty. Population of the research is all customers of conventional banks in Situbondo. Purposive sampling method was used with the sample consisted of 115 respondents. Results of path analysis test showed that physical evidence, reliability, responsiveness, empathy, assurance, and customer satisfaction had significant effect on customer loyalty.



Keywords: Service Quality, Satisfaction, Loyalty

Published
2015-01-12
How to Cite
YULISETIARINI, Diah. PENGARUH KUALITAS LAYANAN, KEPUASAN DAN LOYALITAS PELANGGAN. BISMA: Jurnal Bisnis dan Manajemen, [S.l.], v. 9, n. 1, p. 17-28, jan. 2015. ISSN 2623-0879. Available at: <https://jurnal.unej.ac.id/index.php/BISMA/article/view/5880>. Date accessed: 29 mar. 2024.
Section
Articles

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