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All Journal JUTI: Jurnal Ilmiah Teknologi Informasi Journal of Economics, Business, & Accountancy Ventura JAM : Jurnal Aplikasi Manajemen JURNAL EKONOMI AKUNTANSI DAN MANAJEMEN JURNAL AKUNTANSI UNIVERSITAS JEMBER Forum Ekonomi : Jurnal Ekonomi, Manajemen dan Akuntansi Bisma: Jurnal Bisnis dan Manajemen
Mohamad Dimyati
Politeknik Negeri Banyuwangi
Computer Science & IT Decision Sciences, Operations Research & Management Dentistry Economics, Econometrics & Finance Education Library & Information Science Other

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THEORETICAL TESTING ON SERVICE QUALITY AND PRODUCT INNOVATION OF SMALL-MICRO CREDIT BANKS (A CASE STUDY) Dimyati, Mohamad
Journal of Economics, Business, and Accountancy Ventura Vol. 14 No. 3 (2011): December 2011
Publisher : Universitas Hayam Wuruk Perbanas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jebav.v14i3.50

Abstract

The research topic is a theoretic influence of service quality and product innovation on customerloyalty which are mediated by customer satisfaction and customer trust borrowing microand small scale credit of public bank in Jember Regency. The research examines the influencesof: service quality on customer satisfaction and customer trust as well as customerloyalty, customer satisfaction on customer loyalty, product innovation on customer trust andcustomer loyalty, customer trust on customer loyalty borrowing micro and small scale creditof public bank in Jember Regency. A purposive sampling with disproportional allocation on120 respondents was used to determine the sample (BRI, BNI, Bank Mandiri, and Bank Jatimbranch office Jember), employing the Structural Equation Modeling with AMOS Version 5.0.The results show that the service quality influences significantly the customer satisfactionand the customer trust as well as the customer loyalty with a positive relationship direction;The customer satisfaction and the product innovation influences significantly the customertrust with a positive relationship direction; The customer trust influence significantly the customerloyalty with a positive relationship direction. The customer satisfaction and the productinnovation do not influence the customer loyalty. The customer loyalty of the small andmicro debtors of the public banks in Jember Regency are direct influenced by the servicequality and the customer trust, and are indirectly influenced by the service quality, the customersatisfaction and the product innovation; the customer satisfaction and the productinnovation do not either directly nor significantly the customer loyalty.
Co-Authors Edy Wahyudi GALIH WICAKSONO Hadi Paramu Ika Barokah Suryaningsih Nian Riawati, Nian Radityo Anggoro, Radityo Salma Fauziyyah Santoso, Nugroho Edie Trisnani, Emy Dwi Waskitho Wibisono