A Study of Service Speed and Servicescape as a Basic Strategy to Improve Loyalty by Evaluating Customer Satisfaction at PT. Bank Mandiri Persero (Solo Branch)
| Autor: | Siti Fatonah, Tulus Haryono, Pramesty Wahyu Istyaningsih |
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| Jazyk: | indonéština |
| Rok vydání: | 2021 |
| Předmět: | |
| Zdroj: | Ekuilibrium: Jurnal Ilmiah Bidan Ilmu Ekonomi, Vol 16, Iss 2, Pp 190-197 (2021) |
| Druh dokumentu: | article |
| ISSN: | 1858-165X 2528-7672 |
| DOI: | 10.24269/ekuilibrium.v16i2.3956 |
| Popis: | This study aims to determine and analyze empirically the effect of service speed and servicescape on customer satisfaction and loyalty at PT. Bank Mandiri Persero (Solo Branch). The analysis technique used was the validity test and reliability test, linearity test, regression analysis, path analysis, t test, F test, determination coefficient test and correlation analysis. Hypothesis Test Results indicated that service speed has a positive and significant effect on customer satisfaction and servicescape has a positive and significant effect on customer satisfaction. Service speed has a positive and significant effect on customer loyalty. Servicescape has a positive and significant effect on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. The results of F in the second equation showed that the value of F = 288.445, with a significance of 0.000 |
| Databáze: | Directory of Open Access Journals |
| Externí odkaz: |
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