Artikel Ilmiah : C1K008016 a.n. RIZKA ARYADISTA RAMADHANI
| NIM | C1K008016 |
|---|---|
| Namamhs | RIZKA ARYADISTA RAMADHANI |
| Judul Artikel | THE EFFECTS OF SERVICE QUALITY, TRUST, AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY ( Case Study on Bank Syariah Mandiri KCP Purbalingga ) |
| Abstrak (Bhs. Indonesia) | Penelitian ini berjudul "Pengaruh Kualitas Pelayanan, Kepercayaan, Kepuasan Konsumen terhadap Kesetiaan Konsumen (Studi Kasus di Bank Syariah Mandiri KCP Purbalingga)". Tujuan dari penelitian ini adalah untuk menguji faktor-faktor yang meningkatkan Kesetiaan Konsumen di Sektor Perbankan. Sampel penelitian ini sebanyak 110 dengan responden yaitu seluruh konsumen yang datang ke counter bank dan melakukan pelayanan bank. Structural Equation Modeling (SEM) digunakan untuk menganalisis hubungan kausal. Berdasarkan hasil penelitian dan analisis data menggunakan Structural Equation Modeling (SEM) kesimpulannya adalah: (1) Kualitas Pelayanan yang terdiri dari Keefektifan dan Jaminan, Akses, Harga, Keterwujudan, Portofolio Jasa, dan Kehandalan berpengaruh positif terhadap Kepercayaan (2) Kualitas Pelayanan yang terdiri dari Keefektifan dan Jaminan, Akses, Harga, Keterwujudan, Portofolio Jasa, dan Kehandalan berpengaruh positif terhadap Kepuasan Konsumen (3) Kepercayaan berpengaruh positif terhadap Kesetiaan konsumen (4) Kepuasan Konsumen berpengaruh positif terhadap Kesetiaan Konsumen |
| Abtrak (Bhs. Inggris) | This research is entitled ”The Effects of Service Quality, Trust, and Customer Satisfaction on Customer Loyalty (Case Study on Bank Syariah Mandiri KCP Purbalingga)”. The aim of this research was to examine the factors that gave rise customer loyaty in banking sector. The samples of this research were 110 with the respondents are all customers visiting the banks counters and had an account with the banks serving in Bank Syariah Mandiri KCP Purbalingga . Structural equation modeling (SEM) was used to analyze the causal relationships. Based on the result of research and data analysis using structural equation modelling the conclusion is: (1) Service Quality consist of Effectiveness and Assurance, Access, Price, Tangible, Service Portfolio and Reliability has positive effect on Trust (2) Service Quality consist of Effectiveness and Assurance, Access, Price, Tangible, Service Portfolio and Reliability has positive effect on Customer Satisfaction (3) Trust has positive effect on Customer loyalty (4) Customer Satisfaction has positive effect on Customer loyalty |
| Kata kunci | service quality, trust, customer satisfaction, customer loyalty |
| Pembimbing 1 | H. Pramono Hariadi, M.S |
| Pembimbing 2 | Siti Zulaikha W., SE, M.Si |
| Pembimbing 3 | Dr. Suliyanto, SE., MM |
| Tahun | 2012 |
| Jumlah Halaman | 13 |
| Tgl. Entri | (belum diset) |