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PERCEIVED SERVICE QUALITY AND TRUST ON SATISFACTION: CUSTOMERÂ’S PERSPECTIVES IN THE BANKING SECTOR

Jurnal Keuangan dan Perbankan, Volume 15, Nomor 2, Mei 2011
Journal from JIPTUNMERPP / 2012-01-11 06:35:43
Oleh : Ratna Roostika, Diploma 3 of Finance and Banking Merdeka University Malang (jurkubank@yahoo.com)
Dibuat : 2011-05-01, dengan 0 file

Keyword : Service quality, trust, satisfaction, banking sector.

The purpose of this study was to examine the relationship between service quality, trust and satisfaction in the banking sector. Specifically, the dimensions of service quality were modeled to have direct influence on both satisfaction and trust. An empirical analysis was carried out in which the service performance scale was adapted to the study. 160 out of 200 questionnaires were valid for data analysis. The data was obtained by using a structured questionnaire to bank customers. Structural equations model using Partial least Squares (PLS) was applied to analyze the proposed model. The findings partly confirmed the relationship between service quality dimensions on trust since tangible dimension was not significant. However, all service quality dimensions were significant in predicting satisfaction. Practically, the findings suggest that banks could create satisfaction through service quality and trust. Therefore, all staffs should establish and maintain confidence in providing service quality and building trust for customers. Theoretically, besides adding trust in the service quality and satisfaction relationship, the study was conducted in developing countries. This will enhance the generalization of service quality measures and validate the model in the wider area.

Deskripsi Alternatif :

The purpose of this study was to examine the relationship between service quality, trust and satisfaction in the banking sector. Specifically, the dimensions of service quality were modeled to have direct influence on both satisfaction and trust. An empirical analysis was carried out in which the service performance scale was adapted to the study. 160 out of 200 questionnaires were valid for data analysis. The data was obtained by using a structured questionnaire to bank customers. Structural equations model using Partial least Squares (PLS) was applied to analyze the proposed model. The findings partly confirmed the relationship between service quality dimensions on trust since tangible dimension was not significant. However, all service quality dimensions were significant in predicting satisfaction. Practically, the findings suggest that banks could create satisfaction through service quality and trust. Therefore, all staffs should establish and maintain confidence in providing service quality and building trust for customers. Theoretically, besides adding trust in the service quality and satisfaction relationship, the study was conducted in developing countries. This will enhance the generalization of service quality measures and validate the model in the wider area.

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PropertiNilai Properti
ID PublisherJIPTUNMERPP
OrganisasiDiploma 3 of Finance and Banking Merdeka University Malang
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.