Article Per Year (5 Year)
p-Index From 2020 - 2025
0
P-Index
This Author published in this journals
All Journal Eko dan Bisnis: Riau Economic and Business Review
Fandrifal, Rama
Unknown Affiliation
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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

Found 1 Documents
Search

 1 
PENGARUH KUALITAS PELAYANAN DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH PADA PT.BANK RIAU KEPRI CABANG SIAK Fandrifal, Rama
Eko dan Bisnis: Riau Economic and Business Review Vol. 7 No. 1 (2016)
Publisher : Sekolah Tinggi Ilmu Ekonomi Riau

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36975/jeb.v7i1.64

Abstract

This study aims to determine the effect of service quality that consists of professionalism & skills, attitude & behavior, accessibility & flexibility, reliability & trustworthiness, service recovery, servicescape    on customer satisfaction  , the influence of customer satisfaction on customer loyalty, and the impact of service quality through customer satisfaction on customer loyalty. Research using the research object PT.Bank Riau Kepri branch Siak located in the city of Siak Sri Indrapura, as the object is always saving clients who transact savings over 3 years data were collected by distributing questionnaires to 100 respondents . Analysis tools using multiple linear regression analysis . The results showed that when the quality of service considered it will increase customer satisfaction, if customer satisfaction note it will increase customer loyalty and if the service quality through customer satisfaction , the customer will be considered more loyal. With increasingly improved service and result in increased customer satisfaction will make loyal customers using the products and services of PT . Bank Riau Kepri
Co-Authors