ANALISIS KUALITAS LAYANAN ATM DAN KEPUASAN PENGGUNA TERHADAP LOYALITAS PELANGGAN DENGAN PENDEKATAN STRUCTURAL EQUATION MODELLING

Sandra A. Zanny, Deni Danial Kesa

Abstract


Abstract
This research has been prepared for the purpose of reviewing the impact of the quality of
services provided by ATM on one of the largest private bank in Indonesia on customer loyalty. In
this case the quality of the service will be tested at one of the ATM Bank the largest private bank in
Indonesia which consists of quality information and quality on customer loyalty ATM system on
one of the largest private bank in Indonesia which is mediated by customer satisfaction. T-count
value obtained from Confirmatory Factor Analysis (CFA) for all variables showed that all the
questions are included in all variables statistically significant. The coefficient of Goodness of Fit
meets the requirements of the suitability of a model, it can be concluded that in general, the model
obtained has a good level of compatibility. ATM service quality has a statistically significant
positive relationship with customer loyalty. Satisfaction with the quality of the information content
of ATM and satisfaction with the performance of the ATM system did in fact have a positive
relationship with customer satisfaction. Variable satisfaction statistically significant influenced by
two independent variables, namely variable quality and Quality Information System. Satisfaction
will impact on the confidence of customers to use ATMs that will appear on the ATM customer
loyalty to the Bank. In accordance with the hypothesis that the satisfaction variables provide a
statistically significant effect on the variable loyalty.
Key words : ATM, Confirmatory Factor Analysis,Kandungan informasi, kualitas system, loyalitas


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