ANALISIS FAKTOR-FAKTOR PEMBENTUK PERSEPSI  KUALITAS LAYANAN UNTUK MENCIPTAKAN  KEPUASAN DAN LOYALITAS NASABAH (STUDI EMPIRIS PADA KANTOR  CABANG BRI SEMARANG-PATTIMURA)

L Suryanto; FX Sugiyanto; Sugiarti Sugiarti

doi:10.14710/jbs.9.7.33-46

@article{JBS14308, author = {L Suryanto and FX Sugiyanto and Sugiarti Sugiarti}, title = {ANALISIS FAKTOR-FAKTOR PEMBENTUK PERSEPSI KUALITAS LAYANAN UNTUK MENCIPTAKAN KEPUASAN DAN LOYALITAS NASABAH (STUDI EMPIRIS PADA KANTOR CABANG BRI SEMARANG-PATTIMURA)}, journal = {JURNAL BISNIS STRATEGI}, volume = {9}, number = {7}, year = {2017}, keywords = {Kualitas layanan - kepuasan nasabah - loyalitas nasabah}, abstract = { Semakin kompleks dan ketatnya persaingan dalam industri jasa perbankan telah memaksa para bankir untuk mencari strategi yang paling tepat guna memenangkan persaingan. Salah satu strategi untuk meraih kesukses:in dalam industri jasa perbankan yaitu dengan cara menciptakan kepuasan nasabah. Karena dengan kepuasan yang semakin tinggi diharapkan nasabah akan menjadi semakin loyal, yaitu dengan terus mengunakan jasa perbankan pada ban.k yang bersangkutan. Salah satu faktor yang mempengaruhi kepuasan nasabah adalah persepsi kualitas layanan, persepsi kualitas layanan itu sendiri dapat dibentuk melalui beberapa dimensi, antara lain citra atau reputasi, sarana pendukung fisik sistem operas!nya, kualitas jasa, serta interaksi karyawan dengan pelanggan. Adapun analisis yang digunakan dalam penelitian ini yaitu Structurai Equation Model (SEM), untuk menguji 5 (lima) hipotesis yang telah dikembangkan. Dan hasil pengujian hipotesis menunjukkan hubungan yang positif antara persepsi kualitas layanan dengan kepuasan nasabah, persepsi kauliats layanan dengan reputasi, reputasi dengan kepuasan nasabah, reputasi dengan loyalitas nasabah, serta kepuasan nasabah dengan loyalitas nasabah. Hasil perhitungan untuk pengujian model menunjukkan hasil yang dapat diterima dengan menggunakan goodness of fit, yaitu GFI (Goodness of Fit Index), AGFI (Adjusted Goodness of Fit Index), CFI (Comparative Fit Index), RMSEA (Root Mean Square Error of Approximation), TU (Tucker Lewis Index), dan CR (Critical Ratio). }, issn = {2580-1171}, pages = {33--46} doi = {10.14710/jbs.9.7.33-46}, url = {https://ejournal.undip.ac.id/index.php/jbs/article/view/14308} }

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