Article Per Year (5 Year)
p-Index From 2021 - 2026
0
P-Index
This Author published in this journals
All Journal Jurnal Ilmiah Manajemen dan Bisnis (JIMB)
Christina Ariadne Sekar Sari
Unknown Affiliation
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Other

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
ANALISIS PENGARUH KUALITAS PELAYANAN DAN ASPEK-ASPEK TRANSAKSIONAL TERHADAP LOYALITAS PELANGGAN PADA SEKTOR PERBANKAN RITEL (STUDI PADA PARA PEDAGANG KECIL DI PASAR BOJONG INDAH JAKARTA SEBAGAI NASABAH PERBANKAN RITEL) Christina Ariadne Sekar Sari
Jurnal Ilmiah Manajemen dan Bisnis Vol 1, No 3 (2015): Jurnal Ilmiah Manajemen dan Bisnis
Publisher : Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22441/jimb.v1i3.579

Abstract

This study aimed to know the influence of the quality of service and transactional aspects on loyalty of merchants at the market of Bojong Indah, West Jakarta, as the customer of government’s bank in retail banking sector. This study uses the five aspects of service quality which is called SERVQUAL together with transactional aspects. The results of this study indicate the aspects of service quality that can build long-term relationships with customers, have the lower score than aspects of transactional. Multiple linear regression analysis results showed that simultaneously, 22.7% of the variance of Y (customer loyalty) can be explained by changes in all variables the quality of service that is tangible, reliability, responsiveness, assurance, empathy, and transactional. While 77.3% the rest is explained by other factors outside the model. Partially, of the six independent variables only quality reliability, empathy, and transactional that have significant influence on customer loyalty.  Keywords: Service quality, transactional, customer loyalty.
Co-Authors