Title: THE INFLUENCE OF SERVICE QUALITY ON SATISFACTION AND ITS IMPACT ON CUSTOMER COMMITMENT OF TAPLUS BANK BNI IN SURABAYA
Author: ANIEK MASCHUDAH ILFITRIAH
Item Type : Thesis (Thesis)
Affiliations: Master of Management Study Program, Faculty of Economics and Business, Universitas Airlangga , Surabaya, Indonesia
Publisher: Universitas Airlangga
Abstract
In general, this research is an understanding of the relationship between the variables Service Quality, Satisfaction, Affective Commitment and Continued Commitment. The objectives of this research are (1) to determine the strength of the relationship between customer perceptions of service quality (consisting of the dimensions Tangible, Reliability, Responsiveness, Assurance, Emphaty) and the level of customer satisfaction. (2) to determine the strength of the relationship between customer satisfaction and Affective Commitment. (3). to determine the strength of the relationship between the level of satisfaction felt by customers towards Continued Commitment. (4) to determine the strength of the relationship between Affective Commitment and customer Continuance Commitment. The results of the analysis show: there are two variables that have an insignificant effect on the level of customer satisfaction, namely the Reliability and Responsiveness variables. Meanwhile, the other three variables, namely: Tangible, Assurance and Emphaty, have a positive and significant effect on the level of customer satisfaction. The Satisfaction variable has a positive and significant effect on affective commitment and continued commitment. The influence of affective commitment on continued commitment is positive and significant and produces the largest path coefficient compared to the influence of other variables. This means that the customer's reason for continuing to maintain a relationship with a service provider directly has the strength of the relationship
Keywords: Customer satisfaction; Continued commitment
Sources: http://repository.unair.ac.id/34316/
