Artikel Ilmiah : C1K008050 a.n. ADITYA TRI SAPUTRA
| NIM | C1K008050 |
|---|---|
| Namamhs | ADITYA TRI SAPUTRA |
| Judul Artikel | THE EFFECT ANALYSIS OF BANKING SERVICE QUALITY ON REPURCHASE INTENTION AND WORD OF MOUTH: ROLE OF CUSTOMER SATISFACTION AND TRUST AS MEDIATOR VARIABLES (Survey on Customer of Government Banks in Purwokerto City) |
| Abstrak (Bhs. Indonesia) | The aims of research are to analyze the effect of Banking Service Quality (BSQ) on customer satisfaction, customer trust, repurchase intention as well as word of mouth, to analyze the effect of customer satisfaction as well as customer trust on repurchase intention, to analyze the effect of customer satisfaction as well as customer trust on word of mouth, to analyze the effect of Banking Service Quality on repurchase intention through customer satisfaction as well as customer trust, to analyze the effect of Banking Service Quality on word of mouth through customer satisfaction as well as customer trust as mediator variable. Type of this research is a survey method. This research was conducted at the branch office of government banks in Purwokerto City. Target population of this research is customers of government banks in Purwokerto year of 2013. Based on sample size determination by Sekaran and Bougie (2010), so the sample size of this research of 120 respondents. The sampling technique uses convenience sampling. Furthermore, the technique of data analysis that used in this research is Structural Equaltion Modelling (SEM) analysis. Based on the result of data analysis, it can be concluded that Banking Service Quality has significant direct effect on customer satisfaction, customer trust, repurchase intention as well as word of mouth. Customer satisfaction as well as customer trust has significant direct effect on repurchase intention as well as word of mouth. Banking Service Quality has significant indirect effect on repurchase intention through customer satisfaction. Banking service quality has no significant indirect effect on repurchase intention through customer trust. Banking service quality has no significant indirect effect on word of mouth through customer satisfaction as well as customer trust. Based on the conclusions, it can be implied that as an effort to improve repurchase intention and word of mouth, the management of government banks in Purwokerto City needs to make priority on Banking Service Quality (BSQ), customer satisfaction as well as customer trust policies, both directly and indirectly |
| Abtrak (Bhs. Inggris) | The aims of research are to analyze the effect of Banking Service Quality (BSQ) on customer satisfaction, customer trust, repurchase intention as well as word of mouth, to analyze the effect of customer satisfaction as well as customer trust on repurchase intention, to analyze the effect of customer satisfaction as well as customer trust on word of mouth, to analyze the effect of Banking Service Quality on repurchase intention through customer satisfaction as well as customer trust, to analyze the effect of Banking Service Quality on word of mouth through customer satisfaction as well as customer trust as mediator variable. Type of this research is a survey method. This research was conducted at the branch office of government banks in Purwokerto City. Target population of this research is customers of government banks in Purwokerto year of 2013. Based on sample size determination by Sekaran and Bougie (2010), so the sample size of this research of 120 respondents. The sampling technique uses convenience sampling. Furthermore, the technique of data analysis that used in this research is Structural Equaltion Modelling (SEM) analysis. Based on the result of data analysis, it can be concluded that Banking Service Quality has significant direct effect on customer satisfaction, customer trust, repurchase intention as well as word of mouth. Customer satisfaction as well as customer trust has significant direct effect on repurchase intention as well as word of mouth. Banking Service Quality has significant indirect effect on repurchase intention through customer satisfaction. Banking service quality has no significant indirect effect on repurchase intention through customer trust. Banking service quality has no significant indirect effect on word of mouth through customer satisfaction as well as customer trust. Based on the conclusions, it can be implied that as an effort to improve repurchase intention and word of mouth, the management of government banks in Purwokerto City needs to make priority on Banking Service Quality (BSQ), customer satisfaction as well as customer trust policies, both directly and indirectly |
| Kata kunci | banking service quality, customer satisfaction, customer trust, repurchase intention, word of mouth |
| Pembimbing 1 | Prof. Dr. Agus Suroso, MS |
| Pembimbing 2 | Weni Novandari, S.E., M.M. |
| Pembimbing 3 | Dr. Suliyanto, S.E., M.M. |
| Tahun | 2014 |
| Jumlah Halaman | 15 |
| Tgl. Entri | (belum diset) |