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Journal : Jurnal Keuangan dan Perbankan

PERSEPSI NASABAH TENTANG LAYANAN PERBANKAN: PENGARUH SERVICE FAILURE DAN STRATEGI SERVICE RECOVERY TERHADAP BEHAVIORAL INTENTIONS Yuli Liestyana
Jurnal Keuangan dan Perbankan Vol 13, No 1 (2009): January 2009
Publisher : University of Merdeka Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (147.19 KB) | DOI: 10.26905/jkdp.v13i1.926

Abstract

The research was conducted to verify the ability of service quality and service recoverystrategy to predict behavioral intentions in the banking industry. A survey questionnaire wasdeveloped, then it was distributed to 150 customers of banks in Yogyakarta. Data was analyzedusing multiple regression analysis. The results provided support for hypothesis of the negativeeffect of service failure and positive effect of recovery strategy on behavioral intentions.