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description Journal article public Kontekstualita: Jurnal Penelitian Sosial Keagamaan

Analisis Dampak Nilai Tanggapan Nasabah terhadap Kepuasan dan Kesetiaan Nasabah dalam Jasa Pelayanan Perbankan: Model Persamaan Struktur

Wella Sandria
Published 2015

Abstract

This research aims to measure the impact of customer perceived value to customer satisfaction and loyalty on the banking services and to compare the customer and loyalty levels on Bank A and Bank B. A research model was developed to investigate the impact of perceived value to customer satisfaction and loyalty customer perceived value and customer satisfaction measured by using six items while customer loyalty measured by using five items. All of the measurement used the seven point Likert scale. The result of confirmatory factor analysis (CFA) showed that overall items were presented for each variable/ component, except one item of customer satisfaction that has low regression estimate. The result of reliability analysis was also showed the reliable value for overall items. Furthermore, the analysis results supported all of the hypotheses in this study that customer perceived value has a positive impact to customer satisfaction, customer perceived value has a positive impact to customer loyalty and customer satisfaction has a positive impact to customer loyalty. Based on the analysis of variants (ANOVA), there was no significantly different on customer satisfaction level and customer loyalty level in Bank A and Bank B. It means that the customer satisfaction level and customer loyalty level on both of banks are much the same.

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  • visibility 439 views
  • get_app 597 downloads