PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANK CENTRAL ASIA KANTOR CABANG PEMBANTU SUMBERSARI BANDUNG
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Date
2015
Authors
Journal Title
Journal ISSN
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Publisher
Tesis Program Magister Management Universitas Widyatama
Abstract
This study aimed to get empirical evidence about ”The Influence of Service
Quality on Customer Satisfaction and Loyalty Bank Central Asia Branch Office
Sumbersari Bandung". The results are expected to provide benefits to the Bank
BCA Sumbersari Bandung Branch Office in particular and the banking sector in
general to further improve the quality in terms of quality of service (servqual) in
the future compaction.
The method used is descriptive analysis and verification. Data collection is
an interview with using a questionnaire accompanied by observation techniques
and literature, sampling techniques using non-probability sampling. Field data
collection conducted in 2015. Data were analyzed using Path Analysis (path
analysis).
The results showed that the overall quality of service, customer satisfaction in
the category quite well as well as customer loyalty is generally quite loyal. Impact
of service quality on customer satisfaction Bank BCA Sumbersari Bandung
Branch Office either partially or simultaneously with dimensions of
responsiveness to contribute the greatest impact on customer satisfaction then the
dimensions of the physical evidence, empathy, reliability and assurance.
Description
Keywords
Service Quality, Satisfaction, Customer Loyalty