Sulistyowati, Murni and Novita Dewi, Septiana and Tri Haryanto, Aris (2016) PENGARUH KUALITAS PELAYANAN DAN REPUTASI PERUSAHAAN TERHADAP KEPUASAN NASABAH DAN LOYALITAS NASABAH PADA PD. BPR BKK KARANGMALANG KABUPATEN SRAGEN. BULETIN EKONOMI JURNAL MANAJEMEN, AKUNTANSI DAN EKONOMI PEMBANGUNAN, 14 (1). pp. 41-52. ISSN 1410-2293
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Abstract
Hasil penelitian Kualitas pelayanan berpengaruh positif dan
signifikan terhadap kepuasan nasabah. Reputasi perusahaan berpengaruh positif dan
signifikan terhadap kepuasan nasabah. Kualitas pelayanan berpengaruh negatif dan
tidak signifikan terhadap loyalitas nasabah. Reputasi perusahaan berpengaruh positif
dan signifikan terhadap loyalitas nasabah. Kepuasan nasabah berpengaruh positif dan
signifikan terhadap loyalitas nasabah. Hasil uji F dapat disimpulkan secara bersamasama
variabel kualitas pelayanan, reputasi perusahaan dan kepuasan nasabah
mempengaruhi loyalitas nasabah. R2 total didapatkan hasil sebesar 0,802 ini berarti
bahwa Loyalitas Nasabah Pada PD. BPR BKK Karangmalang Kabupaten Sragen
dijelaskan oleh variabel kualitas pelayanan, reputasi perusahaan dan kepuasan
nasabah sebesar 80,2%. Hasil analisis jalur menunjukkan bahwa kualitas pelayanan
efektif melalui jalur tidak langsung, karena hasil pengaruh tidak langsung lebih besar
dibandingkan pengaruh langsung. Hasil analisis jalur menunjukkan bahwa reputasi
perusahaan efektif melalui jalur langsung, karena hasil pengaruh langsung lebih besar
dibandingkan pengaruh tidak langsung.
Kata Kunci: Kualitas Pelayanan, Reputasi Perusahaan, Kepuasan Nasabah, Loyalitas
Nasabah.
Service
quality research results and significant positive effect on customer satisfaction. The
company's reputation and significant positive effect on customer satisfaction. Quality
of service and no significant negative effect on customer loyalty. The company's
reputation and significant positive effect on customer loyalty. Customer satisfaction
and significant positive effect on customer loyalty. The F test results can be concluded
jointly variable service quality, company reputation and customer satisfaction affects
customer loyalty. R2 obtained a yield of 0.802 total this means that the Customer
Loyalty In PD. BPR BKK Karangmalang Sragen explained by the variable quality of
service, the company's reputation and customer satisfaction of 80.2%. The results of
path analysis showed that the quality of services effectively through indirect
pathways, because the results of the indirect effect is greater than the direct effect.
The results of path analysis showed that the company's reputation effectively through
direct path, because the result of the direct effect is greater than the indirect effect.
| Item Type: | Article |
|---|---|
| Subjek: | H Social Sciences > H Social Sciences (General) H Social Sciences > HG Finance |
| Depositing User: | Eny Suparny |
| Date Deposited: | 06 Jan 2017 07:43 |
| Last Modified: | 06 Jan 2017 07:43 |
| URI: | http://eprints.upnyk.ac.id/id/eprint/10604 |
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