Khuzaini, - (2008) Analisis Pengaruh Kualitas Tabungan Dan Layanan Terhadap Kepuasan Dan Loyalitas Nasabah Bank Jatim. Disertasi thesis, UNIVERSITAS AIRLANGGA.

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Abstract

Bank is a trusty industry or service that works as an intermediator between the surplus fund party and the lacking fund party. Besides collecting and distributing fund, bank can also has a function as motivator and innovation supporter in many economic activities in order to encourage economic growth and development to a more prosperous direction. The objectives of this study are: to measure customer level of satisfaction and loyalty toward saving and banking service in Bank Jatim. This research is classificated as explanatory research· with the descriptive analytic descriptive research using questionnaire as primary data collecting. Population in this research is the Bank Jatim's customers on 18 Branch Offices that have Assistant Branch Offices in East Java. The technique of sampling is using proportional random sampling. The results of analysis using Structural Equation Modeling (SEM) are: 1. Saving quality has significant effect and positive direction toward customer satisfaction. 2. Service quality has non-significant effect and positive direction toward customer satisfaction. 3. Saving quality has significant effect and positive direction toward customer loyalty. 4. Service quality has nonsignificant effect and positive direction toward customer loyalty. But, service quality has significant indirect effect toward customer loyalty mediated by customer satisfaction. 5. Satisfaction has significant effect toward customer loyalty. But, saving quality has Significant indirect effect and positive toward customer loyalty mediated by customer satisfaction.

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