PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH DENGAN KEPUASAN DAN KEPERCAYAAN NASABAH SEBAGAI VARIABEL INTERVENING (STUDI EMPIRIS NASABAH PD. BANK PERKREDITAN RAKYAT BKK BOYOLALI KOTA)

Dibyo Iskandar

Abstract


The purpose of this study is to examine the influence of service quality, satisfaction and customer loyalty customer confidence in PD. BPR BKK Boyolali City. This study is a survey research. The data used are the primary data by sampling PD clients. BPR BKK minimal Boyolali City has been two years. Data collection instrument in the form of a questionnaire that measured with a Likert scale. Questionnaires were sent to the customer as respondent through the front office staff at the bank concerned by the number of respondents of 100 respondents. Data analysis methods were tested with the test of validity, reliability test, partial test (t test), tests simultaneously (F test), R square test and analysis of test lanes. T test results as follows: (1). Variable Quality of Service Customer Satisfaction significant effect, (2). Quality of Service Variables significant effect on customer confidence, (3). Satisfaction variable significant effect on Customer Loyalty, (4). Belief variables were not significant effect on Customer Loyalty, (5). Quality of Service Variables significant effect on Customer Loyalty. F test results indicate that the variable Quality of Service, Satisfaction and Trust simultaneous significant effect on Customer Loyalty. R square test showed a yield of 0.884 means that Customer Loyalty is explained by the variable quality of service, and customer satisfaction and customer trust as an intervening variable for the remaining 88.4% and 11.6% described other variables outside the model study. The test results indicate a path analysis. (1). The direct effect of the Loyalty Service Quality Variables of 0.412 is greater than the indirect influence of the variable quality of service to the customer loyalty with customer satisfaction mediating variables of 0.190. (2). Direct influence of the variable quality of service to the Loyalty of 0.412 is greater than the indirect influence of Variable Quality of Service to Customer Loyalty with Customer trust mediation of 0.091. (3). Total Quality Service to influence loyalty through satisfaction of 0.602 (4). Total Quality Service to influence loyalty through trust amounting to 0.503. Based on the results of the total effect is to increase the loyalty will be more effective if the increase in the variable quality of service through increased customer satisfaction than through variable customer confidence.

Keywords: customer loyalty, customer confidence, customer satisfaction and service quality


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