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Jurnal

Ekuitas: Jurnal Ekonomi dan Keuangan

Keyword

Servicescope. Personal Communication Quality, Customer Satisfaction, and Customer Loyalty.

Pengarang

Musriha

Subject

  1. ECONOMIC
  2. FINANCE

    [Abstrak]

    The purpose of this study was to
    examine direct and indirect effects of an integrated model of servicescape and
    personal communication quality upon customer loyalty, and considered customer
    satisfaction as intervening variable. This study used a causal design. The main
    data used in this study are primary data collected through the circulation of
    questionnaires to the respondents Mandiri bank customers in Surabaya. The
    sampling technique using purposive sampling method to determine the sample
    based on the consideration of researchers. Data Analysis used SEM (Structural
    Equation Modeling) analysis technique by program package AMOS 16. Based on the
    analysis it can be concluded that: the result of study supports the influence
    of servicescape to customer satisfaction, supports the influence of
    servicescope to customer loyalty, supports the influence of personal
    communication quality to customer satisfaction, supports the influence of
    personal communication quality to customer loyalty, supports the influence of
    customer satisfaction to customer loyalty, supports the influence of
    servicescope and personal communication quality to customer loyalty through
    customer satisfaction.







    Periode

    Vol 15, Nomor 02, Tahun 2011

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