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PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH PADA BKK PASAR KLIWON SURAKARTA DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING Endang Saryanti; Budhi Poniman; Shandy Marsono
AKTUAL Vol 2, No 1 (2016): Juni
Publisher : STIE AUB Surakarta

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Abstract

This study aims to determine the Effects of tangible, reliability, responsiveness, assurance and empathy on customer loyalty at BKK Pasar Kliwon Surakarta with satisfaction as an intervening variable. This study is a survey research. The data used primary data collected through questionnaires to customers BKK Pasar Kliwon Surakarta. The data obtained were tested using the test validity, reliability, linearity test, path analysis, t test, F test, test R2 in total. The results of the t test, the first equation shows that the variables of the tangible has significant effect on customer satisfactions. Reliability has significan effect on customer satisfaction. Responsiveness has significan effect on customer satisfaction. Assurance has significan effect on customer satisfaction. Empathy has significan effect on customer satisfaction. Tangible has significant effect on loyalty. Reliability has significant effect on loyalty. Responsiveness has significant effect on loyalty. Assurance has significant effect on loyalty. Empathy has significant effect on loyalty. Customer satisfactions has significant effect on loyalty. Total R2 value was 86,8%. This means that loyalty, simultaneously test result (Test F) can be inferred that tangible, reliability, responsiveness, assurance, empathy and customer satisfaction has significantly influence loyalty at BKK Pasar Kliwon Surakarta. The results of path analysis, the use of intervening variables, in this path analysis showed that the variables of tangible most effective variable to increase loyalty as a positive and significant impact on loyalty. Keywords : tangible, reliability, responsiveness, assurance and empathy , customer loyalty and satisfaction
PENGARUH KUALITAS PELAYANAN, HUBUNGAN PELANGGAN DAN CITRA PERUSAHAAN TERHADAP LOYALITAS MELALUI KEPUASAN NASABAH Basuki Sri Rahayu; Endang Saryanti
ADVANCE Vol 1, No 2 (2014): March
Publisher : STIE AUB Surakarta

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Abstract

This study aims is to determine the Effects ofService Quality, Customer Relations and Corporate Image Of Loyalty Through Customer Satisfaction In PD. BPR BKK Boyolali.This study is a survey research. The data used primary data collected through questionnaires to customers PD. BPR BKK Boyolali. The data obtained were tested using the test validity, reliability, linearity test, path analysis, t test, F test, test R2in total.The results of the t test, the first equation shows that the variables of service quality and corporate image/company image respectively positive and significant impact, while customer relationship/effect relationship is positive but not significant. While the second equation only service quality are significant effect on customer loyalty, indicating that due to the location of existing districts in the region, in general, customer-oriented transactions with a sense of security and fast employee service in the transaction of PD. BPR BKK Boyolali. Keywords : Quality of Service , Customer Relations , Corporate Image , job satisfaction,Loyalty.
Synergi Elemen Masyarakat Mengantisipasi Global Warning Dengan Gaya Hidup Mengelola Sampah Nani Irma Susanti; Winarna Winarna; Endang Saryanti
WASANA NYATA Vol 5, No 1 (2021): April
Publisher : STIE AUB Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (555.699 KB) | DOI: 10.36587/wasananyata.v5i1.864

Abstract

Berkembangnya Desa Canan Kecamatan Wedi Kabupaten Klaten yang pesat selain meningkatkan kesejahteraan masyarakatnya juga menimbulkan masalah baru, yaitu gaya hidup milenial yang serba instan dan tidak peduli pada lingkungan. Untuk itu diperlukan dukungan dari semua clemen masyarakat untuk bisa bersynergi menciptakan gaya hidup yang peduli pada lingkungan. Salah satunya adalah dengan melakukan pemilahan sampah anorganik dan memanfaatkan sampah organic secara langsung oleh masyarakat sehingga beban pemerintah daerah berkurang karena kesadaran masyarakat dalam menangani sampah rumah tangganya. Metode pelaksanaan dalam kegiatan yang ditawarkan untuk menyelesaikan kendala yang dihadapi oleh warga yaitu dengan sosialisasi, pelatihan yang wajib didampingi, akan di lakukan oleh Tim Pengabdian dan mahasiswa. Kegiatan peduli sampahdiberikan apresiasi baik materi maupun non materi, bisa berupa gelar "pahlawan lingkungan" kepada kepala daerah, seluruh pimpinan dan jajarannya serta masyarakat yang aktif peduli lingkungan.