ANALISIS PENGARUH SERVICE PERFORMANCE DAN SATISFACTION SEBAGAI MEDIATING VARIABLE TERHADAP LOYALITAS NASABAH (Studi pada Nasabah Bank BRI Cabang Wonogiri Pada Tahun 2009)

, ROMAWATI (2009) ANALISIS PENGARUH SERVICE PERFORMANCE DAN SATISFACTION SEBAGAI MEDIATING VARIABLE TERHADAP LOYALITAS NASABAH (Studi pada Nasabah Bank BRI Cabang Wonogiri Pada Tahun 2009). Other thesis, Fakultas Ekonomi.

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    Abstract

    The objective of research is to examine the effect of Service Performance and Satisfaction as the mediating variable on the customer loyalty. This study belongs to a causal research with survey method. The sample of research is customer of Wonogiri Branch of BRI as many as 200 respondents. The sampling technique employed was accidental sampling and quota sampling. Based on the literary review obtained, the problem statements in this research include: whether or not the dimensions of empathy, assurance, responsiveness, reliability and tangible affect the satisfaction; whether or not the dimensions of tangible, reliability, responsiveness, assurance, and empathy affect the customer loyalty; and whether or not the satisfaction affects significantly the customer loyalty. The analysis instrument employed for testing the goodness of fit of model to the hypothesis proposed was SEM one with AMOS 16.0 program aid for analyzing the causal relationship within the structural model proposed. The result of analysis shows that there is goodness of fit and Chi-Square (α2) = 287.585; probability = 0.002; RMSEA = 0,039; GFI = 0,906; AGFI= 0.862; CMIN/DF = 1.295; TLI = 0.947; CFI = 0.961. For the parameter estimation, it shows that all paths estimated are significant. The result obtained is that from the eleven hypotheses proposed in fact H1, H7, H8 and H11 are supported, while H2, H3, H4, H5, H6, H9 and H10 is not supported. It indicates that customer loyalty as moderating variable of the relationship between service performance and the customer loyalty. Based on the result of research, the recommendation given is in the attempt of improving the service performance in the Wonogiri branch of BRI to make the customer more loyal. In addition, the future research is expected to reexamine and to add the number of complain variable to strengthen the effect of service performance and customer loyalty. Keywords: Service performance, customer satisfaction, customer loyalty

    Item Type: Thesis (Other)
    Subjects: H Social Sciences > HJ Public Finance
    Divisions: Fakultas Ekonomi
    Fakultas Ekonomi > Manajemen
    Depositing User: Lutvi Satriyo Putro
    Date Deposited: 15 Jul 2013 16:16
    Last Modified: 15 Jul 2013 16:16
    URI: https://eprints.uns.ac.id/id/eprint/4388

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