DERIVATIF
Vol 11, No 2 (2017): November

STRATEGI BANK XYZ DALAM MENINGKATKAN LOYALITAS NASABAH

Muhammad Saputra (Fakultas Ekonomi Institut Informatika dan Bisnis Darmajaya)

Article Info

Publish Date
02 Jan 2018

Abstract

XYZ Bank branch is trying to improve customer loyalty by focusing on service quality and customer satisfaction. To be able to answer the problem, the data were collected from 150 respondents from XYZ Bank branch by using a questionnaire. Furthermore, the data were analyzed using Structural Equation Modeling (SEM) analysis techniques. The results of analysis showed that (1) the service quality empirically affected satisfactions; (2) the service quality affected customer loyalty; and, (3) the customer satisfaction affected customer loyalty. Password: Service Quality, Satisfaction, Customer Loyalty

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Journal Info
DERIVATIF
Website

Abbrev

JM

Publisher

Universitas Muhammadiyah Metro

Subject

Decision Sciences, Operations Research & Management

Description

Derivatif includes articles on the results of research and scientific work with the scope of Economics, Management, Business, and Islamic Economic Studies. The Derivatif journal is managed by the Management Program, University Muhammadiyah of Metro, published by the Scientific Publication Unit ...