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All Journal Jurnal Administrasi Bisnis RISK : Jurnal Riset Bisnis dan Ekonomi
Cempaka Dyah Pramita
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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PENGARUH SERVICESCAPE (LINGKUNGAN LAYANAN) TERHADAP KEPUASAN DAN DAMPAKNYA PADA LOYALITAS NASABAH (Survei Pada Nasabah Tabungan Simpeda Pt. Bank Pembangunan Jawa Timur Tbk. Kantor Cabang Kediri) Cempaka Dyah Pramita
Jurnal Administrasi Bisnis Vol 26, No 2 (2015): SEPTEMBER
Publisher : Fakultas Ilmu Administrasi Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (561.778 KB)

Abstract

The type of research that is used is explanatory research with quantitative approach. A sample of 101 respondents who are customers of PT. Bank Pembangunan Daerah Jawa Timur Tbk. Branch Office in Kediri, who use Simpeda savings by using purposive sampling technique. Data collection methods used by using a questionnaire. Analysis of the data used is descriptive analysis and Path (Path Analysis) with SPSS. Based result above, it can be concluded that Servicescape affect Customer Satisfaction and Customer Satisfaction influence on Customer Loyalty. Therefore, should the company PT. Bank Pembangunan Daerah Jawa Timur Tbk. Branch Office in Kediri continues to maintain and improve service to Servicescape. Keywords: Servicescape, Customer Satisfaction, Customer Loyalty ABSTRAK Pada penelitian ini jenis Penelitian yang digunakan adalah penelitian penjelasan (explanatory research) dengan pendekatan kuantitatif. Sampel sebanyak 101 orang responden yang merupakan nasabah PT. Bank Pembangunan Daerah Jawa Timur Tbk. Kantor Cabang Kediri yang menggunakan tabungan SIMPEDA dengan menggunakan teknik Purposive Sampling. Metode pengumpulan data yang digunakan dengan menggunakan kuesioner. Analisis data yang digunakan adalah analisis deskriptif dan analisis Jalur (Path Analysis) dengan program SPSS. Dapat disimpulkan bahwa Servicescape mempengaruhi Kepuasan Nasabah, dan Kepuasan Nasabah berpengaruh terhadap Loyalitas Nasabah. Dengan demikian, sebaiknya perusahaan PT. Bank Pembangunan Daerah Jawa Timur Tbk. Kantor Cabang Kediri terus mempertahankan dan meningkatkan pelayanan terhadap Servicescape (Lingkungan Layanan). Kata Kunci: Servicescape, Kepuasan Nasabah, Loyalitas Nasabah
Pengaruh Kualitas Produk, Kualitas Pelayanan, Harga, Dan Brand Image Terhadap Keputusan Pembelian Kober Mie Setan Kota Kediri Cempaka Dyah Pramita; Djunaedi; Sasi Utami; Enni Sustiyatik
RISK : Jurnal Riset Bisnis dan Ekonomi Vol. 5 No. 1 (2024): Mei
Publisher : Universitas Kadiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30737/risk.v5i1.6199

Abstract

This study uses a quantitative approach, with data collected in the form of numbers and analyzed statistically, and meets scientific principles that are concrete, objective, measurable, rational, and systematic. The population of this study was all customers of Kober Mie Setan, Kediri City, totaling 150 respondents. The method used in sampling was the non-probability sampling method. The data collection methods used were documentation and questionnaires. The data were analyzed using validity tests, reliability tests, multiple linear regression assumptions with a confirmatory approach, and multiple linear regression analysis. The results of the study stated that: (1) Product quality has a positive and significant effect on buying decisions; (2) Service quality also has a positive and significant effect on buying decisions; (3) Price has no significant effect on buying decisions; and (4) Brand image has a positive and significant effect on buying decisions
Co-Authors Djunaedi Enni Sustiyatik Sasi Utami