Adinoto_19315450462

PENGARUH INTERNET BANKING, KUALITAS LAYANAN, REPUTASI PRODUK, LOKASI, TERHADAP LOYALITAS NASABAH DENGAN INTERMEDIASI KEPUASAN NASABAH

ADINOTO NURSIANA

STIE Wiyatamandala

Paramount Skyline Tower D, Jalan Boulevard Gading Serpong,

Tangerang, 15810

Email : adinoto_n@yahoo.com

 ABSTRACT

Customer loyalty is one of the important factor that affect the growth of the bank.  This research examined  the effect of internet banking, service quality, reputation, product, and location  on customer loyalty with the intermediation  customer satisfaction. As analycal tool in this research is using software LISREL 8.80.Result from  this research. first, internet banking has a negative and not significant impact on customer satisfaction and customer layalty,  second, service quality, reputation, product, and location  have a positif and significant impact on customer satistaction, but its have a negative and not significant impact on customer layalty, third, customer satisfaction has a negative and not significant impact on customer loyalty.  So as to enhance customer loyalty, banks need to provide the best relationship between bank’s marketer and customer.

Keyword : Internet banking, Service quality, reputation, product, location,  customer satisfaction,and customer loyalty.

19315450462_Adinoto Nursiana (Full Text)

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Ni Made Savitri_abstract_1622012

E-SERVICE QUALITY TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN DALAM PENGGUNAAN INTERNET BANKING

Ni Made Savitri Anggraeni
Ni Nyoman Kerti Yasa
Jurusan Akuntansi Fakultas Ekonomi Universitas Udayana
Jl.P.Sudirman Denpasar, 80232.

Korespondensi dengan Penulis:
Ni Nyoman Kerti Yasa: Telp. + 62 361 224 133; Fax. +62 361 241 929
E-mail: manraikerti@yahoo.co.id

  Abstract

Banking industry had developed rapidly. It caused the competition and increasing the number of customers became difficult.  An optimal e-service quality expected to meet the expectations of customers, so the company was able to win the market competition and it would eventually bring the maximum profit. The objective of this research was to know the effect of e-service quality towards customer satisfaction and loyalty in using internet banking of Commonwealth Bank Seminyak Bali Branch. Respondents of this research were customers who used internet banking at least twice a month in the last three years. The number of respondents on this research defined 200 respondents by using sampling technique namely purposive sampling. This research used analysis of Structural Equation. The result of this research showed that the hypothesis put forward entirely acceptable: e-service quality had positive and significant impact on satisfaction, e-service quality had positive and significant impact on loyalty, satisfaction had positive and significant impact on customer loyalty in using internet banking. Managerial implication of this research was that management should evaluate and fix the performance of e-service quality in particularly web design quality and assurance that had been implemented to minimize customer’s complaint and to increase the customers’ satisfaction and loyalty.

 

Key words: e-service quality, customers’ satisfaction, customers loyalty, internet banking.

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