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Pengaruh kualitas pelayanan terhadap loyalitas nasabah bkk dengan kepuasaan sebagai variable intervening.

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PD BKK Gondangrejo karanganyar a banking service providers, it is no wonder if the PD BKK Gondangrejo karanganyar while respecting the quality of the services at this institutions, because we know that the survival and success of services companies such as banking services to customera in an effort to improve customers satisfaction in improving customer loyalty. The purpose of this research is to analyze impact of service quality and satisfaction both directly and indirectly to the loyalty of customers. This research took place in PD BKK Gondangrejo karanganyar with service quality, customer satisfaction and customer loyalty variable. Existing population in this research in this research is an exiting credit customer totaling 544 client with total sample taken 139 sample, taken by random. Collecting data using questionnaire. Power analysis technique used was path analysis. The results: 1) the quality of direct services have a significant impact on customer satisfaction. 2) The quality of direct services have a significant impact on customer loyalty. 3) satisfaction directly have a significant impact on customer loyalty. 4) quality of service has no direct significant influence on customer loyalty through customer satisfaction.

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Ketersediaan

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Informasi Detail

Judul Seri

eksplorasi jurnal hasil penelitian

No. Panggil

-

Penerbit

: ., 2011

Deskripsi Fisik

Halaman 16-29

Bahasa

Indonesia

ISBN/ISSN

0853-7054

Klasifikasi

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Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

Volume XXII Nomer 1 Halaman 1-130 Juli 2011

Subjek

service quality customer satisfaction and loyalty

Info Detail Spesifik

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Pernyataan Tanggungjawab

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Versi lain/terkait

Lampiran Berkas

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