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UBHARASURYA » Journal » Fakultas Ekonomi - MANAJEMEN
di-posting oleh rrnina09@yahoo.co.id pada 2015-11-01 17:13:08  •  918 klik          Permohonan Koleksi

EFFECT OF SERVICESCAPE AND EMPLOYEE COMMUNICATION QUALITY ON CUSTOMER LOYALITY OF MANDIRI BANK IN SURABAYA

disusun oleh MUSRIHA - 0019085801

SubyekPUBLIC RELATION - CUSTOMER LOYALITY
Kata Kunci Servicescape
Personal Communication Quality
Customer Satisfaction
and Customer Loyalty
Tanggal tercipta2012-01-20
Jenis(Tipe)Journal
Bentuk(Format)pdf
BahasaInggris
Pengenal(Identifier)UBHARASURYA-Journal-314jUBFEM12
No Koleksi314jUBFEM12
No Klasifikasi659 Mus e


Sumber :
ACADEMIC RESEARCH INTERNATIONAL vol. 2 Number 1, January 2012

Relasi/Tautan:
www.savap.org.pk SAVAP International ACADEMIC RESEARCH INTERNATIONAL vol. 2 Number 1, January 2012 ISSN: 2223-9553, ISSN: 2223-9944 Print

Cakupan (Coverage) :
Cover, Editorial Board; List of Contents

Ketentuan (Rights) :
This paper is made with real if something goes wrong later prepared sanction applicable law


[ ANOTASI / ABSTRAK ]

The purpose of this study was to examine direct and indirect effects of an integrated model of servicescape and personal communication quality upon customer loyalty, and considered customer satisfaction as intervening variable. This study used a causal design. The main data used in this study were primary data collected through the distribution of questionnaires to the respondents of Mandiri bank customers in Surabaya. The sampling was done using purposive sampling method to determine the sample based on the consideration of researcher. Data were analyzed using SEM (Structural Equation Modeling) technique by program package AMOS 16. Based on the analytical results, it can be concluded that the results of this study supported the effect of servicescape on customer satisfaction, the influence of servicescape on customer loyalty, the influence of personal communication quality on customer satisfaction, the influence of personal communication quality on customer loyalty, the influence of customer satisfaction on customer loyalty, the influence of servicescape and personal communication quality on customer loyalty through customer satisfaction.



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  1. UBHARASURYA-Journal-41-Cover1.pdf
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  5. UBHARASURYA-Journal-41-THEEFFECTOFSERVICESCAPEANDEMPLOYEECOMMUNICATIONQUALITYONCUSTOMERLOYALTYTHROUGHCUSTOMERSATISFACTION.pdf
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