Artikel Ilmiah : C1K006047 a.n. SINGGIH DESTYAN PRATAMA
| NIM | C1K006047 |
|---|---|
| Namamhs | SINGGIH DESTYAN PRATAMA |
| Judul Artikel | THE EFFECT OF BANKING SERVICE QUALITY, SATISFACTION, COMPLAINTS AND TRUST ON LOYALTY (Survey on Customer at Branch Office of PT. BRI (Persero) Tbk. in Purwokerto) |
| Abstrak (Bhs. Indonesia) | The aims of research are to analyze the effect of Banking Service Quality on customer satisfaction, to analyze the effect of Banking Service Quality on complaint, to analyze the effect of customer satisfaction on trust, to analyze the effect of complaint on trust and to analyze the effect of trust on customer loyalty at Branch Office of PT. BRI (Persero) Tbk. in Purwokerto. The research is conducted at the branch office of PT. BRI (Persero) Tbk. in Purwokerto. Population of this research is customer of bank amounted to 237 people. Based on the result of Slovin formula calculation, it is obtained that the amount of respondents in this research is 180 customers. The method of research is survey with sampling technique uses convenience sampling and then the technique data analysis uses Structural Equation Model (SEM) analysis. Based on the result of Structural Equation Modeling (SEM) analysis, it is obtianed the CR value of banking service quality on customer satisfaction, customer satisfaction on trust and the CR value of trust on customer loyalty each is greater than the value of t table, while the CR value of Banking Service Quality on complaint and the CR value of complaint on trust each is smaller than the -t table value. Therefore, the first, second, third, fourth and fifth hypotheses are accepted. Based on the result of data analysis, it can be concluded that Banking Service Quality has positive significant effect on customer satisfaction, Banking Service Quality has negative significant effect on complaint, customer satisfaction has positive significant effect on trust, complaint has negative significant effect on trust and trust has positive significant effect on customer loyalty at Branch Office of PT. BRI (Persero) Tbk. in Purwokerto. Based the conclusions, it can be implied that the efforts into increasing customer satisfaction, trust and loyalty as well as into decreasing level of customer complaint, the management of Branch Office of PT. BRI (Persero) Tbk. in Purwokerto needs to make priority on banking service quality. |
| Abtrak (Bhs. Inggris) | The aims of research are to analyze the effect of Banking Service Quality on customer satisfaction, to analyze the effect of Banking Service Quality on complaint, to analyze the effect of customer satisfaction on trust, to analyze the effect of complaint on trust and to analyze the effect of trust on customer loyalty at Branch Office of PT. BRI (Persero) Tbk. in Purwokerto. The research is conducted at the branch office of PT. BRI (Persero) Tbk. in Purwokerto. Population of this research is customer of bank amounted to 237 people. Based on the result of Slovin formula calculation, it is obtained that the amount of respondents in this research is 180 customers. The method of research is survey with sampling technique uses convenience sampling and then the technique data analysis uses Structural Equation Model (SEM) analysis. Based on the result of Structural Equation Modeling (SEM) analysis, it is obtianed the CR value of banking service quality on customer satisfaction, customer satisfaction on trust and the CR value of trust on customer loyalty each is greater than the value of t table, while the CR value of Banking Service Quality on complaint and the CR value of complaint on trust each is smaller than the -t table value. Therefore, the first, second, third, fourth and fifth hypotheses are accepted. Based on the result of data analysis, it can be concluded that Banking Service Quality has positive significant effect on customer satisfaction, Banking Service Quality has negative significant effect on complaint, customer satisfaction has positive significant effect on trust, complaint has negative significant effect on trust and trust has positive significant effect on customer loyalty at Branch Office of PT. BRI (Persero) Tbk. in Purwokerto. Based the conclusions, it can be implied that the efforts into increasing customer satisfaction, trust and loyalty as well as into decreasing level of customer complaint, the management of Branch Office of PT. BRI (Persero) Tbk. in Purwokerto needs to make priority on banking service quality. |
| Kata kunci | Banking Service Quality, satisfaction, complaint, trust, loyalty |
| Pembimbing 1 | Dr. Pramono Hariadi M.S. |
| Pembimbing 2 | Weni Novandari, S.E.. M.M. |
| Pembimbing 3 | Prof. Dr. H. Agus Suroso, SE., MS. |
| Tahun | 2013 |
| Jumlah Halaman | 93 |
| Tgl. Entri | (belum diset) |