PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH PT. BANK DANAMON SURAKARTA DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL PEMEDIASI

YUNANTO, ANTON TRI (2010) PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH PT. BANK DANAMON SURAKARTA DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL PEMEDIASI. Masters thesis, Pasca Sarjana.

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    Abstract

    The purpose of this study was to determine the effect of service quality to loyalty, service quality to customer satisfaction, impact of customer satisfaction and service quality to loyalty mediated by customer satisfaction. In this study also measured the impact of service quality on loyalty directly and indirectly. This research is the study konfirmatori research that aims to determine the existence of relationships between variables that have been developed from previous studies with facts or actual events in the field. Target population in this study is the customer of Bank Danamon in Surakarta. Samples taken 100 people by using random sampling techniques convenience. Tools of analysis used for testing in this study hipothesis using Regresion Path Analysis using SPSS 15.0 program assistance for Windows. Test Path analysis on the first model for service quality have a significant effect on Customer Satisfaction (p <0.05). Adjusted R2 value of 0.201. Path analysis on the test a second model for service quality and Customer Satisfaction regresed by Customer Loyalty. Affect service quality significantly in Customer Loyalty (p <0.05) and Customer Satisfaction is also a significant effect on Customer Loyalty (p <0.05). Adjusted R2 value of 0.176 The results of this study indicate that service quality affects customer satisfaction, service quality affects customer loyalty, customer satisfaction affects customer loyalty. Path analysis of the test, customer satisfaction mediation variables have a significant effect on customer loyalty. The amount of direct influence is the amount of 0.230 while the indirect effect must calculate the total effect of service quality to customer loyalty, namely: (0.457 * 0.284) = 0.129. Keywords: Quality Service, Customer Satisfaction and Customer Loyalty

    Item Type: Thesis (Masters)
    Subjects: H Social Sciences > HJ Public Finance
    Divisions: Pasca Sarjana
    Pasca Sarjana > Magister
    Pasca Sarjana > Magister > Magister Manajemen
    Depositing User: Lutvi Satriyo Putro
    Date Deposited: 22 Jul 2013 10:32
    Last Modified: 22 Jul 2013 10:32
    URI: http://eprints.uns.ac.id/id/eprint/7957

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