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Tri Nurdyastuti
Universitas Dharma AUB Surakarta
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Journal : Journal of Applied Economics in Developing Countries

 1 
THE ROLE OF SERVICE AND RELATIONSHIP QUALITY TOWARD CUSTOMER SATISFACTION AND LOYALTY IN BANK JATENG BRANCH OF SURAKARTA Tri Nurdyastuti; I Gusti Putu Diva Awatara
Journal of Applied Economics in Developing Countries Vol 3, No 1 (2018): Journal of Applied Economics in Developing Countries
Publisher : MESP–FEB UNS

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20961/jaedc.v3i1.40117

Abstract

The purpose of this study to know effect of service quality and relationship to customer satisfaction and customer loyalty in Bank Jateng Branch Surakarta. Total sample of 100 respondents are customers of Bank Jateng Branch of Surakarta. The data in this research will be obtained directly from the results of interviews with the spread of questionnaires that have provided answers and or from field observations. Data showing the intensity of a behavior, a qualitative quantity will be quantized by using Likert scale. The result of regression equation shows that: Service quality significantly influence customer satisfaction at Bank Jateng Branch of Surakarta. Relationship significant effect on customer satisfaction at Bank Jateng Branch Surakarta. Service quality significantly affects customer loyalty in Bank Jateng Branch of Surakarta. Relationship significant effect on customer loyalty in Bank Jateng Branch Surakarta. Customer satisfaction has no significant effect on customer loyalty in Bank Jateng Branch of Surakarta. The conclusion of this path analysis shows that the use of intervening variable of customer satisfaction in order to increase loyalty, for the variable of service quality and relationship shows ineffective.Keywords: Service Quality, Relationship, Customer Satisfaction, Loyalty
Co-Authors Adi Penawan Adi Penawan Adi Penawan Adi Penawan Adi Penawan, Adi Alisca Asnawati Anang Ma’ruf Arbiyanto Anthony, Juan Ayu Fitria Cahyani Tunggal Sari Cahyani Tunggal Sari Cahyani Tunggal Sari Cahyani Tunggalsari Denny Mahendra Dewi Nika Yuliani Dewi, Arintan Sulistiya Dibyo Iskandar Dibyo Iskandar Dibyo Iskandar Dibyo Iskandar Dibyo Iskandar Endang Saryanti Etty Indriani I Gusti Putu Diva Awatara Ika Swasti Putri Indriyana Widyastuti Jarot Santosa Lilis Sulistyani Manuel Yusak Bagus Wibowo Martiningsih, Dyah Monica Monica Mulyadi Mulyadi Mulyadi Mulyadi Octavirani, Annisaa’ Putri Pahlawi, Lukman Ahmad Imron Ria Yuni Rahmawati, Mayta Novaliza Isda, Siti Fatonah, Rina Ani Sapariyah Rodiza, Meliza Rimayanti Safitri, Eli Siti Fatonah Siti Hayati Efi Friantin Siti Hayati Efi Friantin Suroto SUROTO Suroto . Suroto Suroto Suroto Suroto Suroto Suroto Susila, Linda Nur Yofhi Septian P Yofhi Septian Panglipurningrum