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Jurnal

Ekuitas: Jurnal Ekonomi dan Keuangan

Keyword

service quality, complain, satisfactory, loyalty.

Pengarang

Anindhyta Budiarti

Subject

  1. ECONOMIC
  2. FINANCE

    [Abstrak]

    In the service industry is not
    only a problem in the quality of service only, other issues that need to be
    considered is how the handling of complaints from users. Of the complaints
    handling problems can be used as a measure of quality products and services
    offered. Thus expected to create satisfaction as well as create user loyalty.
    Similarly, in the banking business after the economic crisis that occurred in
    1997. Banking business demanded proactive to enhance service quality and also
    in the handling of complaints to the customer who is expected to increase
    customer satisfaction and loyalty. The purpose of this study is Proving and
    analyze (1) the influence of service quality on customer satisfaction, (2) the
    influence of the handling of complaints against customer satisfaction, (3) the
    influence of customer satisfaction on customer loyalty, (4) the influence of
    service quality on customer loyalty and (5) influence the handling of
    complaints against customer loyalty Islamic banks in Surabaya. This research
    was conducted on Islamic banks in Surabaya. This type of research used in this
    research is the kind of explanatory research. Respondents in this study are
    customers of Islamic banks in Surabaya. The number of respondents who
    researched as much as 150 respondents. The analytical tool used in this study
    is structural equation modeling (SEM). The analysis showed that service quality
    has a significant influence on satisfaction. Handling complaints have a
    significant impact on customer satisfaction. Satisfaction has a significant
    influence on customer loyalty. Service quality has a significant effect on
    loyalty. Handling complaints have a significant impact on customer loyalty.
    Customer satisfaction can be improved by improving the quality of service and
    complaint handling.







    Periode

    Vol 15, Nomor 02, Tahun 2011

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