{"title":"服务质量和满意度对客户KPR PT国家储蓄银行(PERSERO)的忠诚的影响","authors":"Dessy Handa Sari, Sukmawati Kurnia Shendy, Ramli Ramli","doi":"10.21107/kompetensi.v17i1.19299","DOIUrl":null,"url":null,"abstract":"This research is to find out and analyze the effect of service quality and satisfaction on customer loyalty KPR PT. Bank Tabungan Negara (Persero) Tbk Branch Balikpapan. In this study the data taken is quantitative data. Thus the quantitative method can be interpreted as a research method to determine the effect of the independent variable on the dependent variable. The population in this study was taken in 2021 of 357. In this case, researchers used the slovin formula to determine the sample size to be used. The number of samples obtained in this study were 190 respondents. The sampling technique was carried out using the Convenience Sampling method. The results of this study provide evidence that service quality and customer satisfaction simultaneously or jointly have a positive effect on KPR customer loyalty, service quality partially has a positive effect on customer loyalty, customer satisfaction partially has a positive effect on KPR PT. PT","PeriodicalId":397153,"journal":{"name":"Competence : Journal of Management Studies","volume":"109 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2023-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"PENGARUH KUALITAS PELAYANAN DAN KEPUASAN TERHADAP LOYALITAS NASABAH KPR PT. BANK TABUNGAN NEGARA (PERSERO) TBK CABANG BALIKPAPAN\",\"authors\":\"Dessy Handa Sari, Sukmawati Kurnia Shendy, Ramli Ramli\",\"doi\":\"10.21107/kompetensi.v17i1.19299\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"This research is to find out and analyze the effect of service quality and satisfaction on customer loyalty KPR PT. Bank Tabungan Negara (Persero) Tbk Branch Balikpapan. In this study the data taken is quantitative data. Thus the quantitative method can be interpreted as a research method to determine the effect of the independent variable on the dependent variable. The population in this study was taken in 2021 of 357. In this case, researchers used the slovin formula to determine the sample size to be used. The number of samples obtained in this study were 190 respondents. The sampling technique was carried out using the Convenience Sampling method. The results of this study provide evidence that service quality and customer satisfaction simultaneously or jointly have a positive effect on KPR customer loyalty, service quality partially has a positive effect on customer loyalty, customer satisfaction partially has a positive effect on KPR PT. PT\",\"PeriodicalId\":397153,\"journal\":{\"name\":\"Competence : Journal of Management Studies\",\"volume\":\"109 1\",\"pages\":\"0\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2023-04-01\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Competence : Journal of Management Studies\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.21107/kompetensi.v17i1.19299\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"\",\"JCRName\":\"\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Competence : Journal of Management Studies","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.21107/kompetensi.v17i1.19299","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 0
摘要
本研究旨在找出并分析KPR PT. Tabungan Negara (Persero) Tbk Balikpapan分行服务品质与满意度对顾客忠诚度的影响。本研究采用的数据为定量数据。因此定量方法可以解释为一种确定自变量对因变量影响的研究方法。这项研究的人口是在2021年的357人。在这种情况下，研究人员使用斯洛文公式来确定要使用的样本量。本研究获得的样本数量为190名受访者。采样技术采用方便采样法。本研究结果证明服务质量与顾客满意同时或共同对KPR顾客忠诚有正向影响，服务质量对顾客忠诚有部分正向影响，顾客满意对KPR顾客忠诚有部分正向影响
PENGARUH KUALITAS PELAYANAN DAN KEPUASAN TERHADAP LOYALITAS NASABAH KPR PT. BANK TABUNGAN NEGARA (PERSERO) TBK CABANG BALIKPAPAN
This research is to find out and analyze the effect of service quality and satisfaction on customer loyalty KPR PT. Bank Tabungan Negara (Persero) Tbk Branch Balikpapan. In this study the data taken is quantitative data. Thus the quantitative method can be interpreted as a research method to determine the effect of the independent variable on the dependent variable. The population in this study was taken in 2021 of 357. In this case, researchers used the slovin formula to determine the sample size to be used. The number of samples obtained in this study were 190 respondents. The sampling technique was carried out using the Convenience Sampling method. The results of this study provide evidence that service quality and customer satisfaction simultaneously or jointly have a positive effect on KPR customer loyalty, service quality partially has a positive effect on customer loyalty, customer satisfaction partially has a positive effect on KPR PT. PT
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