Article Per Year (5 Year)
p-Index From 2019 - 2024
0.23
P-Index
This Author published in this journals
All Journal Jurnal Riset Bisnis dan Manajemen Tirtayasa Jurnal Manajemen
Fauzi Sanusi
Universitas Sultan Ageng Tirtayasa
Economics, Econometrics & Finance Social Sciences

Published : 2 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search
Journal : Jurnal Riset Bisnis dan Manajemen Tirtayasa

 1 
ANALISIS PENGARUH INOVASI PRODUK, INOVASI LAYANAN DAN KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH RM Yordan Antanegoro; Fauzi Sanusi; Djasuro Surya
Jurnal Riset Bisnis dan Manajemen Tirtayasa Vol 1, No 2 (2017)
Publisher : Magister Manajemen - Universitas Sultan Ageng Tirtaysa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.48181/jrbmt.v1i2.3152

Abstract

This study aims to determine the influence of product innovation, service innovation and service quality to satisfaction and loyalty KKB BCA customer in Cilegon Branch. Using the explanatory survey, data were collected through questionnaires distributed to 135 respondents. Data were analyzed using descriptive statistical analysis and Structural Equation Model (SEM) testing through SmartPLS program version 2.0.3. From the data obtained, the result (1) Product innovation has a significant positive effect on customer satisfaction with value 31.6%; (2) Service innovation has a significant positive effect on customer satisfaction with value 54.7%; (3) The service quality has a significant positive effect on customer satisfaction with value 20.5%; (4) Product innovation has a significant positive effect on customer loyalty with value 78,1%; (5) Service quality does not affect customer loyalty with value 3,9%; (6) Customer satisfaction has a significant positive effect on customer loyalty with value 18,8%.
Co-Authors Djasuro Surya RM Yordan Antanegoro Roni Kambara Wawan Ichwanudin