PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN
LOYALITAS NASABAH BANK PENGGUNA E - BANKING
DI SURABAYA
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Institusion
Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya
Author
AINUL, YAQIN
Subject
300 - SOCIAL SCIENCE
Datestamp
2016-07-22 03:44:52
Abstract :
Bank is a financial institution whose activities in finance, conduct meetings, and the distribution of benefits to the community, particularly to finance the company's investment. In Indonesia, private banks and state-owned banks. In this era of globalization, the bank created a system of e - banking, e - banking which is a form of service provided by the bank to provide customers ease in conducting transactions anytime through online. But with e-banking is still perceived by the customer complaints, such as security problems. Besides the use of e-banking also can not be used by all customers with certain constraints. So the purpose of this study was to determine the effect of the true service quality, customer satisfaction and loyalty towards e - banking users in Surabaya. This research method using questionnaire data. This research was conducted disurabaya, while the analysis tools used using SEM AMOS 18 with the number of respondents 115. From the results of this study produced several findings generated include: (H1) the quality of services is not significant positive effect on satisfaction, (H2) quality of service is a significant positive effect on customer loyalty and (H3) customer satisfaction is not a significant positive effect on customer loyalty . While the advice given to the Bank, to the Bank is expected to pay more attention and provide comfort and pleasure of the quality of e users' - banking who want to conduct banking transactions in order to meet customer expectations and increasing customer satisfaction to recommend to others to use your e - banking as a form of loyalty. Keyword : Services Quality, Customer Satisfaction, Customer Loyalty, E - Banking
Bank is a financial institution whose activities in finance, conduct meetings, and the distribution of benefits to the community, particularly to finance the company's investment. In Indonesia, private banks and state-owned banks. In this era of globalization, the bank created a system of e - banking, e - banking which is a form of service provided by the bank to provide customers ease in conducting transactions anytime through online. But with e-banking is still perceived by the customer complaints, such as security problems. Besides the use of e-banking also can not be used by all customers with certain constraints. So the purpose of this study was to determine the effect of the true service quality, customer satisfaction and loyalty towards e - banking users in Surabaya. This research method using questionnaire data. This research was conducted disurabaya, while the analysis tools used using SEM AMOS 18 with the number of respondents 115. From the results of this study produced several findings generated include: (H1) the quality of services is not significant positive effect on satisfaction, (H2) quality of service is a significant positive effect on customer loyalty and (H3) customer satisfaction is not a significant positive effect on customer loyalty . While the advice given to the Bank, to the Bank is expected to pay more attention and provide comfort and pleasure of the quality of e users' - banking who want to conduct banking transactions in order to meet customer expectations and increasing customer satisfaction to recommend to others to use your e - banking as a form of loyalty. Keyword : Services Quality, Customer Satisfaction, Customer Loyalty, E - Banking
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