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PENGARUH KUALITAS JASA TERHADAP LOYALITAS NASABAH KREDIT DIMEDIASI VARIABEL KEPUASAN (Studi pada Nasabah Kredit BPR-BKK Karangmalang Kabupaten Sragen)

Journal from / 2014-12-04 08:49:58
Oleh : Siti Fatonah, STIE-AUB Surakarta (siti_f@stie-aub.ac.id)
Dibuat : 2014-12-01, dengan 1 file

Keyword : Reliability, Responsiveness, Assurance, Empathy, Tangible, Satisfaction, Loyalty
Url : http://digilib.stie-aub.ac.id

This research aim to know the effect of service quality to customer loyalty with customer satisfaction in mediator variable in customer Banking in BPR-BKK Karangmalang Sragen Regency. The analysis in this research used multiple linier regression test, t test, F test and determination coefficient test. The result of this research shown realibility, responsiveness, assurance, empathy, and tangible are positively effect to customer loyalty in model I and not significance in model II. Significance test value of F=0,000. That's means there are the effect simulating of reliability, responsiveness, assurance, empathy, and tangible to customer loyalty. The t t result only variable assurance and tangible to partial effect on customer loyalty. R2 test (determination coefficient) is 0,512. It means independent variables ability (reliability, responsiveness, ansurrance, emphatic, and tangible) in explaining dependent variable (customer loyalty) is 51,2%.


Keywords : Reliability, Responsiveness, Assurance, Empathy, Tangible, Satisfaction, Loyalty

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