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
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| Item Type: | Article |
|---|---|
| Subjek: | H Social Sciences > H Social Sciences (General) |
| Divisions: | x. 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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