PENGEMBANGAN DIMENSI KUALITAS LAYANAN E- BANKING DAN HUBUNGANNYA DENGAN KEPUASAN SERTA LOYALITAS KONSUMEN
Abstract: SERVQUAL is a service quality measurement
model that is assumed to be widely
applicable in every
sector of service
industry, yet research
proves the opposite. Characteristic of
customer in each
segment can be
a factor that causes differences in measurement model.
According to that fact, this research is conducted to
identify the difference
of measurement model
in each customer segment, especially in e-banking
industry. Not only we identify the measurement model, this research is done to confirm the
relationship between 3 constructs as well,
which are service
quality, satisfaction, and
loyalty. Several statistical method will
be introduced here
in relationship with
segmentation process, measurement model
identification, dan the
three constructs' validation
process. Segmentation
process yields 2
customer segments which
are people with
high and moderate expectation
to service quality.
In the first
segment, the measurement model
consists of 4
quality dimensions, which
are fullfilment, efficiency,
assurance, and web design while there are 5 dimensions in the second segment which are
fulfillment, responsiveness, information
technology, assurance, and efficiency.
There are also significant relationships among service quality, satisfaction, and loyalty.
Penulis: Alfian Tan, Paulus
Sukapto, dan Carles Sitompul
Kode Jurnal: jptindustridd140090
