Kinerja
Vol. 18 No. 2 (2014): Kinerja

PENGARUH SERVQUAL TERHADAP LOYALITAS NASABAH DENGAN KEPUASAN SEBAGAI PEMEDIASI STUDI PADA BANK DAERAH DI YOGYAKARTA

Purwani Retno Andalas (Universitas Kristen Duta Wacana)
Alfa Santoso B Putra (Universitas Kristen Duta Wacana)

Article Info

Publish Date
21 Feb 2017

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

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Journal Info
Kinerja
Website

Abbrev

kinerja

Publisher

Universitas Atma Jaya Yogyakarta

Subject

Economics, Econometrics & Finance

Description

KINERJA (ISSN Online: 2549-1709; ISSN Printed: 0853-6627) is an international journal published twice a year in March and September, hosted and managed by the Faculty of Business and Economics, Universitas Atma Jaya Yogyakarta. It was first published in June 1996. KINERJA provides a forum for ...