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All Journal Kinerja Dinamisia: Jurnal Pengabdian Kepada Masyarakat
Purwani Retno Andalas
Universitas Kristen Duta Wacana
Economics, Econometrics & Finance Social Sciences Other

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Journal : Kinerja

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PENGARUH SERVQUAL TERHADAP LOYALITAS NASABAH DENGAN KEPUASAN SEBAGAI PEMEDIASI STUDI PADA BANK DAERAH DI YOGYAKARTA Purwani Retno Andalas; Alfa Santoso B Putra
KINERJA Vol. 18 No. 2 (2014): Kinerja
Publisher : Faculty of Business and Economics Universitas Atma Jaya Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24002/kinerja.v18i2.524

Abstract

This study aims to analyze the impact of servqual to customer loyalty with customer satisfaction as the intermediary variable on regional bank BPR and BPD in Yogyakarta. Simple regression, multiple regression, and path analysis are used as the analysis tools. This study indicates that servqual significantly affects to customer satisfaction, customer loyalty of regional bank. Furthermore, customer satisfaction also significantly affects to customer loyalty of regional bank and the interaction of servqual impact to customer loyalty moderated by customer satisfaction.Keywords: servqual, customer satisfaction, customer loyalty, regional bank
Co-Authors Agustini Dyah Respati Albertus Nugroho Alfa Santoso Budiwidjojo Putra Pristanto Silalahi Putriana Kristanti* Xaveria Prasasyaningsih