Jurnal Riset Manajemen dan Bisnis
Vol 10, No 2 (2015): Jurnal Riset Manajemen dan Bisnis

PENGARUH PROMOSI DAN KINERJA PELAYANAN TERHADAP LOYALITAS NASABAH DENGAN KEPUASAN NASABAH SEBAGAI PEMODERASI: STUDI PADA BANK BUMN DI DIY

Ambar Kusuma Astuti (Unknown)
Agustini Dyah Respati (Unknown)

Article Info

Publish Date
01 Oct 2015

Abstract

This study aimed to analyze the effect of promotions and service performance on customer loyalty andcustomer satisfaction as a moderating on state-owned bank in Yogyakarta. The sampling method usedin this study was twofold random sampling and quota sampling. Primary data were analyzed usingmultiple linear regression and moderated regression analysis. The findings in this study include theperformance of services has significant positive effect on customer loyalty, promotion has significantpositive effect on customer loyalty, the interaction effect of service performance on customer loyaltymoderated by customer satisfaction, and the interaction effect on customer loyalty promotionmoderated by customer satisfaction.Keywords: Promotion, Service Performance, Satisfaction, Loyalty

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Journal Info
Jurnal Riset Manajemen dan Bisnis
Website

Abbrev

jrmb

Publisher

Universitas Kristen Duta Wacana

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

Description

Focus and Scope Jurnal Riset Manajemen dan Bisnis (p-ISSN: 1907-7343; e-ISSN: 2714-7312) adalah jurnal yang dipublikasikan oleh Fakultas Bisnis Universitas Kristen Duta Wacana yang terbit dua kali setahun (Juli dan Desember). Jurnal ini didedikasikan sebagai sarana untuk berbagi dan diseminasi ...