Detail Hasil Pencarian

Judul :
Pengujian Hubungan Kualitas Jasa, Kepuasan Nasabah dan Intensi Pembelian Ulang. Correlation Test of Service Quality, Customer Satisfaction and Repurchase Intentions
Pengarang : A.Usmara, Edi Prasetyo Nugroho
Jurnal : Sosiohumanika 2000, XIII(1)
Tahun : 2000
Summary / Kata Kunci : The research is designed to examine the correlation between the service quality, customer satisfaction and purchase intentions. In details this research examines three correlation, i.e. between (1) service quality and purchase intentions; (2) customer satisfaction; (3) service quality and customer satisfaction. There are three hypotheses proposed here, they are (1) service quality has significant influence to purchase intentions; (2) customer satisfaction has significant influence to purchase intentions; (3) service quality has significant influence to customer satisfaction. Purchase intentions consist of three items, while customer satisfaction consists of 4 items by using the instrument used by Taylor and Baker (1994). Service quality is measured based on customers' perceptions by using SERVQUAL scale that consists of 5 dimensions i.e. tangibles, reliability, responsiveness, assurance, and empathy. The research focuses banking industries, i.e. P.T. Bank BNI 1946 and P.T. BRI. The analysis of correlation and regression is used to examine the three correlation. The research result shows that in examining the first hypothesis the service quality has a significant influence to purchase intentions. The result of examination on the second hypothesis shows that the customer satisfaction has a significant impact to purchase intentions. The result of examination on the third hypothesis shows that the service quality has a significant
influence to customer satisfaction.

Keywords:service quality - customer satisfaction - purchase intentions
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