Quality Product And Excellent Service: The Impact of Repeat Savings Decision

Autor:	Endang Rusdianti, Paulus Wardoyo, Lia Kumalasari
Rok vydání:	2019
Předmět:	Service (business) Process management media_common.quotation_subject Quality (business) Business Product (category theory) media_common
Zdroj:	Jurnal Organisasi dan Manajemen. 15:46-53
ISSN:	2442-9155 2085-9686
DOI:	10.33830/jom.v15i1.296.2019
Popis:	The tight competition in the banking industry has forced management to be creative in serving customers. Research related to product quality and service excellence has been carried out, but the research is still done partially. This research combines product quality and service excellence by utilizing customer satisfaction as a mediating variable in the decision to save again. The study population was customers of deposit accounts. This study used purposive sampling, with a number of respondents as many as 125 people. The analysis technique used was structural equation modeling, the collected data was then processed using AMOS software. After analysis, all hypotheses submitted in this study were considered to be acceptable. The managerial implications of the research are that the service excellence provided by the bank must be a service that can truly be directly felt and provide benefits, so that it can satisfy customers.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_dedup___::0d57fe52ba00cb5342f753148a276c3c https://doi.org/10.33830/jom.v15i1.296.2019 Zobrazit plný text záznamu