巴东班江印尼人民银行信用卡用户服务质量满意度及产品信任对忠诚度的影响

International Conference on Economics Education Business and Accounting Pub Date : 2019-09-01 DOI:10.2991/piceeba-19.2019.51

Azwar, S. Evanita, Abror

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引用次数: 0

摘要

本研究旨在解释服务质量满意度对巴东班江市印尼人民银行信用卡用户产品信任和客户忠诚度的影响，以及产品信任对巴东班江市印尼人民银行信用卡用户客户忠诚度的影响程度。本研究的样本为巴东班江市的印尼人民银行信用卡用户，样本总数为192人。本研究使用的分析技术是SEM分析。研究结果表明:(1)服务质量满意度对产品信任有显著的正向影响;(2)服务质量满意度和产品信任对巴东盼盼地区印尼人民银行信用卡用户的忠诚度有显著的正向影响

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The Influence of Satisfaction on Service Quality and Trust in Products on Loyalty of Bank Rakyat Indonesia Credit Cards Users in Padang Panjang

This study aims to explain the influence of satisfaction on service quality towards trust in products and customer loyalty of Bank Rakyat Indonesia credit card users in Padang Panjang City and the extent to which trust in products has an effect on customer loyalty of Bank Rakyat Indonesia credit card users in Padang Panjang city. The sample of this study was users of Bank Rakyat Indonesia credit card in Padang Panjang city with a total sample of 192 respondents. The analysis technique used in this study is SEM analysis. The results of the study show that: (1) satisfaction on service quality has a positive and significant effect on trust in the product; (2) satisfaction on service quality and trust in products has a positive and significant effect on the loyalty of Bank Rakyat Indonesia credit card users in Padang Panjang

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来源期刊

International Conference on Economics Education Business and Accounting

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审稿时长

24 weeks