PENGARUH SERVICE QUALITY, PRODUCT QUALITY, DAN CUSTOMER VALUE TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY (STUDI KASUS BANK JATIM CAPEM UWK DI SURABAYA)
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Institusion
Universitas Bhayangkara Surabaya
Author
Setyawardani, Rossitya Dwi
Subject
Management
Datestamp
2021-04-14 05:41:27
Abstract :
ABSTRAK The purpose of this research is to prove service quality, product quality, and customer services value with customer satisfaction and customer loyalty customers regional development Bank Branch Of East Java UWK in Surabaya. This means service quality influential indirectly against customer loyalty and customer services value influential indirectly against customer loyalty through trust. In addition, this study attempts to prove the direct effect service quality of customer loyalty, the direct effect product quality of customer loyalty, the direct effect customer value of customer loyalty. Variable free research is service quality (X1), product quality (X2), and customer services value (X3) variable mediation is customer satisfaction (Z), and variable bound is customer loyalty (Y). The population of the research is clients save at regional development Bank Branch Of East Java UWK in Surabaya, sample used in this research was customers who do more than 2 times and at least 1 year. The sample size is 266 customers regional development Bank Branch Of East Java UWK in Surabaya. Analysis techniques SEM with a AMOS. The results of the SEM prove hypothesis 1 received: service quality influential significantly against customer satisfaction customers regional development Bank Branch Of East Java UWK in Surabaya, hypothesis 2 rejected: that means service quality not affect significantly against customer loyalty customers regional development Bank Branch Of East Java UWK in Surabaya, hypothesis 3 received: product quality influential significantly against customer satisfaction customers regional development Bank Branch Of East Java UWK in Surabaya, hypothesis 4 received: product quality influential significantly against customer loyalty customers regional development Bank Branch Of East Java UWK in Surabaya, hypothesis 5 received: customer value influential significantly against customer satisfaction customers regional development Bank Branch Of East Java UWK in Surabaya, hypothesis 6 rejected: that means customer value not affect significantly against customer loyalty customers regional development Bank Branch Of East Java UWK in Surabaya, hypothesis 7 received: customer satisfaction influential significantly against customer loyalty customers regional development Bank Branch Of East Java UWK in Surabaya. Keywords: service quality, product quality, customer value, customer satisfaction and customer loyalty
ABSTRAK The purpose of this research is to prove service quality, product quality, and customer services value with customer satisfaction and customer loyalty customers regional development Bank Branch Of East Java UWK in Surabaya. This means service quality influential indirectly against customer loyalty and customer services value influential indirectly against customer loyalty through trust. In addition, this study attempts to prove the direct effect service quality of customer loyalty, the direct effect product quality of customer loyalty, the direct effect customer value of customer loyalty. Variable free research is service quality (X1), product quality (X2), and customer services value (X3) variable mediation is customer satisfaction (Z), and variable bound is customer loyalty (Y). The population of the research is clients save at regional development Bank Branch Of East Java UWK in Surabaya, sample used in this research was customers who do more than 2 times and at least 1 year. The sample size is 266 customers regional development Bank Branch Of East Java UWK in Surabaya. Analysis techniques SEM with a AMOS. The results of the SEM prove hypothesis 1 received: service quality influential significantly against customer satisfaction customers regional development Bank Branch Of East Java UWK in Surabaya, hypothesis 2 rejected: that means service quality not affect significantly against customer loyalty customers regional development Bank Branch Of East Java UWK in Surabaya, hypothesis 3 received: product quality influential significantly against customer satisfaction customers regional development Bank Branch Of East Java UWK in Surabaya, hypothesis 4 received: product quality influential significantly against customer loyalty customers regional development Bank Branch Of East Java UWK in Surabaya, hypothesis 5 received: customer value influential significantly against customer satisfaction customers regional development Bank Branch Of East Java UWK in Surabaya, hypothesis 6 rejected: that means customer value not affect significantly against customer loyalty customers regional development Bank Branch Of East Java UWK in Surabaya, hypothesis 7 received: customer satisfaction influential significantly against customer loyalty customers regional development Bank Branch Of East Java UWK in Surabaya. Keywords: service quality, product quality, customer value, customer satisfaction and customer loyalty
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