Jurnal Economica: Media Komunikasi ISEI Riau
Vol. 7 No. 2 (2019): Jurnal Economica, Oktober 2019

PENGARUH KUALITAS LAYANAN DAN KUALITAS PRODUK DALAM MENCIPTAKAN LOYALITAS NASABAH TABUNGAN SERTA DAMPAKNYA TERHADAP KEPUASAN NASABAH BANK DANAMON CABANG PEKANBARU

Dea Lakcinta Rani (Program Pascasarjana Universitas Riau)
Alvi Furwanti Alwie (Program Pascasarjana Universitas Riau)
Andewi Rakhmawati (Program Pascasarjana Universitas Riau)

Article Info

Publish Date
17 Feb 2020

Abstract

Customer Loyalty has been a bank need to raise third party fund that has low rate of fund by increase the customer satisfaction. This research found there was a theory gap that Danamon achievement in nationally good service quality award can’t increase the third party fund in 2014-2015. This Research is quantitative research using the Path Analysis by Partial Least Square approach. The data collection using questionnaire for 133 sample of 893 population that is Customer of Danamon Bank in Pekanbaru Branch. The Result of this research show that service quality, produk quality and customer satisfaction has positive and significant effect to Customer Loyalty, so that the finding of the research that there is lack of product quality and service quality locally need to be optimalized by using both technology and service adjustment

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Journal Info
Jurnal Economica: Media Komunikasi ISEI Riau
Website

Abbrev

economica

Publisher

katan Sarjana Ekonomi Indonesia Cabang Pekanbaru Riau

Subject

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

Description

Jurnal Economica menerbitkan artikel bidang ekonomi seperti berikut, namun tidak terbatas pada: Sosial Ekonomi Ekonomi Kreatif Ekonomi Pembangunan Pemasaran Manajemen Kebijakan Publik Akuntansi Keuangan e-commerce Bisnis Internasional ...