Factors Affecting Loyalty Customer Services Banking Industry in East Java

Abstract

The purpose of this study was to determine the factors contained in the quality of services and how these factors influence the underlying between the formation of customer loyalty in the banking services industry.This study is designed for internal and external customers banking is also seen as internal and external customer banking. Respondents of this research there are two types of internal respondents with a sample of 152 people and external respondents with a sample of 198 people, the number of total samples of 350 people in the banking industry in East Java. Data was collected through a questionnaire with statements that refer to Likert scale. Data analysis was performed using AMOS program.The results showed that the image of the organization significantly influence customer expectations and customer value, organizational image does not affect the customer's satisfaction. Internal service quality significantly influence employee satisfaction and employee satisfaction significantly influence the quality of external services. External service quality effect on customer value. Customer expectations significantly influence the external service quality and value for the customer but the customer expectations significant negative effect on customer satisfaction. Value customers significant effect on customer satisfaction and customer loyalty. Customer satisfaction significantly influence customer loyalty.

Analisis Kualitas Layanan dan Motivasi Yang Mempengaruhi Keputusan Konsumen Dalam Menabung Pada Bank BNI

“…Penyesuaian-penyesuaian rencana insentif dengan tujuan-tujuan bisnis agar mendukung perilaku menuju kinerja yang lebih baik. Pada sisi yang lain perbankan berusaha menghimpun dana yang sebanyak-banyaknya dari masyarakat, sehingga dikwatirkan banyak networking dari perbankan yang hanya didasarkan pada mutual benefit dan kurang perhatian pada mutual respect (Koesharijadi, 2016). Kelemahan fundamental dari sisi internal perbankan itu terutama dalam penerapan good corporate governance yang diwarnai dengan kualitas manajemen bank yang masih buruh.…”