Bisma: Jurnal Bisnis dan Manajemen
Vol 9 No 1 (2015)

PENGARUH KUALITAS LAYANAN, KEPUASAN DAN LOYALITAS PELANGGAN

Yulisetiarini, Diah (Unknown)

Article Info

Publish Date
12 Jan 2015

Abstract

Abstract: This research aims to analyze the effect of service quality on customer satisfaction and loyalty. Population of the research is all customers of conventional banks in Situbondo. Purposive sampling method was used with the sample consisted of 115 respondents. Results of path analysis test showed that physical evidence, reliability, responsiveness, empathy, assurance, and customer satisfaction had significant effect on customer loyalty. Keywords: Service Quality, Satisfaction, Loyalty

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Journal Info
Bisma: Jurnal Bisnis dan Manajemen
Website

Abbrev

BISMA

Publisher

Universitas Jember

Subject

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

Description

Bisma terbit secara berkala pada bulan Januari, Mei dan September dengan ISSN 1978-3108 (print), bertujuan untuk menyebarluaskan artikel hasil riset, hasil pemikiran (telaah analitis-kritis) dan artikel ulasan atas artikel yang pernah dipublikasikan dalam bidang bisnis dan manajemen. Bisma menerima ...