FOCUS: Journal of Social Studies
Vol 2 No 1 (2021): FOCUS: Jurnal Ilmu Sosial

Pengaruh Dimensi Kualitas Pelayanan terhadap Kepuasan Nasabah dan Dampaknya pada Loyalitas Nasabah PT Sun Life Financial Indonesia di Jakarta

Suharyono Suharyono (Universitas Nasional)
Dini Setyo Azani (Universitas Nasional)

Article Info

Publish Date
28 Jun 2021

Abstract

This study analyzes the quality dimension of customer service at PT Sun Life Financial Indonesia on customer satisfaction and its impact on customer loyalty. This study uses a survey method by disseminating questionnaires to customers in PT Sun Life Financial Indonesia as the respondent. Quantitative research method using technical analysis structural equation modeling (SEM) with application AMOS 22. The study used samples from 155 respondents. The results showed that the quality dimension of services such as responsiveness, assurance, empathy, and reliability has a positive and significant effect on customer satisfaction and has a positive and significant impact on customer loyalty.

Copyrights © 2021




Citation Download
RIS
EndNote, Reference Manager, ProCite
BibTex
Latex, Jabref
Original Source
Download Original
Google Scholar
Check in Google Scholar
Journal Info
FOCUS: Journal of Social Studies
Website

Abbrev

focus

Publisher

Neolectura

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Law, Crime, Criminology & Criminal Justice Social Sciences Other

Description

FOCUS is a Journal of Social Studies Manuscripts for FOCUS must fall into one of the following categories: 1. Sociology 2. Anthropology 3. Psychology 4. Economy 5. Social Geography 6. Politics 7. History 8. Other Social ...