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Jurnal Keuangan dan Perbankan: Volume 16, Nomor 3, September 2012
Journal from JIPTUNMERPP / 2014-03-19 10:21:38
Oleh : Umbas Krisnanto, Diploma 3 of Finance and Banking Merdeka University Malang
Dibuat : 2012-09-01, dengan file

Keyword : Customer behavior, service quality, tangible, empathy, responsiveness, assurance, reliability

The study was to determine the effect of independent variables quality of service to the dependent variable customers behavior. The survey used questionnaires to bank customers. All questionnaires were declared valid and reliable. Research idea came from Petridou (2007) and Olorunniwo & Hsu (2006) using factor analysis and had variables/dimensions, while Ndubisi (2003) using variables/dimensions was used by Zeithaml (1996). It used regression analysis to compare the quality of service and customer behavior. Conclusions on the descriptive analysis of respondents stated that the response to the questionnaire on two variables was in the range of excellent category. Factor analysis could not classify variables in shaping a factor. Analysis of determination stated there was a strong and positive relationship between the quality of service and the customerÂ’s behavior amounted to 46.1%. the hypothesis stated that there was relationship in quality of service and customer behavior. The research found the value of the variable/dimension was not counted in previous studies. Suggestions for the bank in the future was enhancing the accuracy and happy to help our customers, and neede to pay attention to social changes. Further research was to find the highest the correlation and more respondents.

Deskripsi Alternatif :

The study was to determine the effect of independent variables quality of service to the dependent variable customers behavior. The survey used questionnaires to bank customers. All questionnaires were declared valid and reliable. Research idea came from Petridou (2007) and Olorunniwo & Hsu (2006) using factor analysis and had variables/dimensions, while Ndubisi (2003) using variables/dimensions was used by Zeithaml (1996). It used regression analysis to compare the quality of service and customer behavior. Conclusions on the descriptive analysis of respondents stated that the response to the questionnaire on two variables was in the range of excellent category. Factor analysis could not classify variables in shaping a factor. Analysis of determination stated there was a strong and positive relationship between the quality of service and the customerÂ’s behavior amounted to 46.1%. the hypothesis stated that there was relationship in quality of service and customer behavior. The research found the value of the variable/dimension was not counted in previous studies. Suggestions for the bank in the future was enhancing the accuracy and happy to help our customers, and neede to pay attention to social changes. Further research was to find the highest the correlation and more respondents.

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PropertiNilai Properti
ID PublisherJIPTUNMERPP
OrganisasiD
Nama KontakDra. Wiwik Supriyanti, SS
AlamatJl. Terusan Halimun 11 B
KotaMalang
DaerahJawa Timur
NegaraIndonesia
Telepon0341-563504
Fax0341-563504
E-mail Administratorperpus@unmer.ac.id
E-mail CKOwsupriyanti@yahoo.com

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  • Editor: Wiwik Supriyanti, Dra. SS.