Haryanto, Aris Tri and Dewi, Septiana Novita (2016) KETERKAITAN KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH DAN LOYALITAS NASABAH PADA BANK BRI UNIT SEPAT CABANG SRAGEN. BULETIN EKONOMI JURNAL MANAJEMEN, AKUNTANSI DAN EKONOMI PEMBANGUNAN, 14 (2). pp. 125-134. ISSN 1410-2293
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Abstract
Abstract: Service Quality Assistance Against Customer Satisfaction and Customer Loyality in Bank BRI Unit Sepat Sragen. This study aims is to identify and analyze the impact of service quality on customer satisfaction and customer loyalty at BRI Bank Branch Sepat Sragen. Analysis tool used is the instrument test and test the hypothesis that include multiple linear regression, F test, t test, the coefficient of determination and path analysis.The results showed that : From the t-test got that Responsiveness, Assurance and Emphaty have positive and significant effect on satisfaction. Variables and Tangible and Reliability and no significant positive effect on satisfaction. From the t-test on the second equation can be concluded that the variables Tangible, Reliability, Responsiveness, Assurance, Emphaty and satisfaction is positive and significant impact on loyalty. The results of simultaneous test can be concluded jointly independent variables affect loyalty. The results of path analysis showed that the direct effect of Tangible, Reliability, Responsiveness, Assurance, and Emphaty to Customer Loyalty is greater than the indirect effect of Tangible, Reliability, Responsiveness, Assurance, and Emphaty through customer satisfaction on customer loyalty. Abstrak: Keterkaitan Kualitas Pelayanan terhadap Kepuasan Nasabah dan Loyalitas Nasabah pada Bank BRI Unit Sepat Cabang Sragen. Tujuan penelitian ini adalah untuk mengetahui dan menganalisis dampak kualitas pelayanan terhadap kepuasan pelanggan dan loyalitas pelanggan pada Cabang Bank BRI Sepat Sragen. Alat analisis yang digunakan adalah uji instrumen dan uji hipotesis yang meliputi regresi linier berganda, uji F, uji t, koefisien determinasi dan analisis jalur. Hasil penelitian menunjukkan bahwa: Dari uji t didapatkan bahwa Tangible, Responsiveness, Assurance dan Emphaty positif dan berpengaruh signifikan terhadap kepuasan. Variabel dan Tangible and Reliability dan tidak berpengaruh positif signifikan terhadap kepuasan. Dari uji-t pada persamaan kedua dapat disimpulkan bahwa variabel Reliabilitas, Responsiveness, Assurance, Emphaty dan satisfaction berpengaruh positif dan signifikan terhadap loyalitas. Hasil uji simultan dapat disimpulkan secara bersama -sama variabel independen mempengaruhi loyalitas. Hasil analisis jalur menunjukkan bahwa pengaruh langsung Tangible, Reliability, Responsiveness, Assurance, dan Emphaty terhadap Customer Loyalty lebih besar daripada pengaruh tidak langsung dari Tangible, Reliability, Responsiveness, Assurance, dan Emphaty melalui kepuasan pelanggan terhadap loyalitas pelanggan. Kata Kunci: Tangible, Reliability, Responsiveness, Assurance, Emphaty, Satisfaction, Loyalty 1
| Item Type: | Article |
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| Subjects: | H Social Sciences > H Social Sciences (General) |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Social Sciences |
| Depositing User: | Mrs Sri Lestari |
| Date Deposited: | 11 Sep 2017 08:15 |
| Last Modified: | 11 Sep 2017 08:15 |
| URI: | http://eprints.upnyk.ac.id/id/eprint/12790 |
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