ANALISIS HUBUNGAN ANTARA NILAI, KEPUASAN DAN LOYALITAS NASABAH PERBANKAN DI SULAWESI SELATAN
ABSTRACT: The objective of
this research are: 1) To develop and to implementate of methode to identificate
of relationship between value, satisfaction and customer loyalty. 2)To know of
effect satisfaction level toward customer loyalty. 3) To find out of relation between
value perception, adequate satisfaction, desired satisfaction level and saving
customer loyalty. 4) To find of factors influence of attitude and behavior
loyalty of bank. 5) To identificate loyalty level according customer
characteristic. The result of the analysis shows that a)relation between value
perception toward attribute performance its significant and positive. b)
adequate and desired satisfaction level of saving customer in South Sulawesi,
the greatest influence by professionalism staff. c) the relation between
adequate satisfaction and customer loyalty its significant and negative.d)
found directly relation between value variable and loyalty variable in South
Sulawesi. e) customer bank in generally which South Sulawesi have spurious
loyalty. The population of this research is the general customer of bank,
either goverment or non government customer are in South Sulawesi. The sampels
take from., a) totaling sampels is minimal 912 persons. For this research the
sampels took about 1346 customers, b) toward sampel area took by cluster
sampling, according to four area where the customer live.
Keywords: value perception,
adequate and desired satisfaction,and loyalty
Penulis: Mattalatta
Kode Jurnal: jpmanajemendd100097
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