Bisma: Jurnal Bisnis dan Manajemen
Vol 9 No 2 (2015)

PERAN KEPUASAN DALAM MEMEDIASI PENGARUH IMPLEMENTASI SERVICE EXCELLENCE TERHADAP LOYALITAS NASABAH PT.BANK MANDIRI, TBK KOTA BANYUWANGI

Utomo, Hardian Dwi (Unknown)
Irawan, Bambang (Unknown)
Yulisetiarini, Diah (Unknown)

Article Info

Publish Date
29 Nov 2017

Abstract

Abstract: This study aims to identify and examine the role of customer satisfaction in mediating the effects of service excellence implementation on customer loyalty of PT Bank Mandiri Tbk, Banyuwangi. The sample consisted of 240 active customers. Structural Equation Modelling was used to test the hypothesis. Results show that: (a) ability, attitude, appearance, attention, action, and responsibility have positive effect on customer satisfaction and loyalty, (b) customer satisfaction has positive effect on customer loyalty, and (c) customer satisfaction mediates the effect of service excellence implementation on customer loyalty. Keywords: Ability, Atitude, Apperance, Attention, Action, Responsibility, Satisfaction, Loyality

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Journal Info
Bisma: Jurnal Bisnis dan Manajemen
Website

Abbrev

BISMA

Publisher

Universitas Jember

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Other

Description

Bisma terbit secara berkala pada bulan Januari, Mei dan September dengan ISSN 1978-3108 (print), bertujuan untuk menyebarluaskan artikel hasil riset, hasil pemikiran (telaah analitis-kritis) dan artikel ulasan atas artikel yang pernah dipublikasikan dalam bidang bisnis dan manajemen. Bisma menerima ...