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All Journal JMM17: Jurnal Ilmu Ekonomi dan Manajemen Ekuilibrium : Jurnal Ilmiah Bidang Ilmu Ekonomi
Pramesty Wahyu Istyaningsih
STIE AUB Surakarta
Economics, Econometrics & Finance

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A Study of Service Speed and Servicescape as a Basic Strategy to Improve Loyalty by Evaluating Customer Satisfaction at PT. Bank Mandiri Persero (Solo Branch) Siti Fatonah; Tulus Haryono; Pramesty Wahyu Istyaningsih
EKUILIBRIUM : JURNAL ILMIAH BIDANG ILMU EKONOMI Vol 16, No 2 (2021): September
Publisher : Universitas Muhammadiyah Ponorogo

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (355.003 KB) | DOI: 10.24269/ekuilibrium.v16i2.2021.pp190-197

Abstract

This study aims to determine and analyze empirically the effect of service speed and servicescape on customer satisfaction and loyalty at PT. Bank Mandiri Persero (Solo Branch). The analysis technique used was the validity test and reliability test, linearity test, regression analysis, path analysis, t test, F test, determination coefficient test and correlation analysis. Hypothesis Test Results indicated that service speed has a positive and significant effect on customer satisfaction and servicescape has a positive and significant effect on customer satisfaction. Service speed has a positive and significant effect on customer loyalty. Servicescape has a positive and significant effect on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. The results of F in the second equation showed that the value of F = 288.445, with a significance of 0.000 0.05, so it can be concluded together that the independent variables have a significant effect on customer loyalty at PT. Bank Mandiri Persero (Solo Branch). The results of the R2 value can be explained by the variable service speed, servicescape, and customer satisfaction as an intervening variable of 92.6% and the remaining 7.4% explained by other variables outside the research model in the form of interest rates, service quality, and so on. The results of the path analysis showed that: the indirect effect of service speed on loyalty is an effective route. The indirect effect of the servicescape on loyalty is an effective route. Based on these results, the use of customer satisfaction mediation is proven, so it is expected that PT. Bank Mandiri Persero (Solo Branch) pays more attention to the level of customer satisfaction in order to increase customer loyalty.
STUDY OF SERVICE SPEED AND SERVICE SCAPE AS A BASIC STRATEGY TO INCREASE LOYALTY BY EVALUATING CUSTOMER SATISFACTION AT PT. BANK MANDIRI PERSERO (SOLO BRANCH) Pramesty Wahyu Istyaningsih; S Fatonah; NI Susanti
JMM17 : Jurnal Ilmu ekonomi dan manajemen Vol 9 No 02 (2022): September 2022
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/jmm17.v9i02.6934

Abstract

This study aims to determine and analyze empirically the effect of service speed and service scape on customer satisfaction and loyalty at PT. Bank Mandiri Persero (Solo Branch). The analysis techniques used are validity and reliability, linearity, regression, path analysis, t-test, F, coefficient of determination, and correlation analysis. Hypothesis Test Results: service speed has a positive and significant effect on customer satisfaction. Service scape has a positive and significant effect on customer satisfaction. The speed of service has a positive and significant effect on customer loyalty. Service scape has a positive and significant effect on Customer Loyalty. Customer satisfaction has a positive and significant effect on Customer Loyalty. The result of F in the second equation is known to be the magnitude of the value of F = 288.445 significance of 0.000<0.05, so it can be concluded that together the free variables have a significant effect on customer loyalty in PT. Bank Mandiri Persero (Solo Branch). The result of the value of R2 can be explained by the variables of service speed, service scape, and customer satisfaction as an intervening variable of 92.6%, and the remaining 7.4% is explained by other variables outside the research model in the form of interest rates, service quality, and so on. The results of the path analysis show that: The indirect effect of service speed on loyalty is an effective path. The service scape's indirect influence on loyalty is an effective pathway.
Co-Authors NI Susanti Ria Yuni Rahmawati, Mayta Novaliza Isda, Siti Fatonah, S Fatonah Tulus Haryono