FAKTOR KUALITAS LAYANAN SERTA PENGARUHNYA TERHADAP KEPUASAN DAN LOYALITAS NASABAH PERBANKAN DI AMBON
Abstrak: The purpose of this
study is to assess the factors considered by the customers in perceivingthe
quality of bank services in Ambon as well as examine the influence of service
quality oncustomer satisfaction and loyalty as well as to test the effect of
bank customers satisfactionin Ambon. Analysis tool used is the first factor
analysis. This is for assessing the quality factorsof bank services. The second
is the linear regression used to test whether the effect onservice quality and
satisfaction whether satisfaction influences customer loyalty in Ambon.This
research was carried out in Ambon in five major banks namely Bank Mandiri,
BankRakyat Indonesia, Bank Negara Indonesia, Bank Central Asia and Bank CIMB
Niaga. Thesample used in this research consists of 147 respondents. The result
shows that there are fourfactors considered by the customers in Ambon in
perceiving the quality of service. These factorsare the reliability, assurance,
tangibles, and empathy. Furthermore, simultaneous servicequality influence customer
satisfaction in Ambon and customer satisfaction is partially abanking customer
loyalty in Ambon
Penulis: Debby Likumahua
Kode Jurnal: jpakuntansidd110250
