Nur Afifah, - (2012) Pengaruh Kualitas Layanan Terhadap Kepuasan Nasabah, Komitmen Afektif, Komitmen Normatif, Komitmen Kontinuan Serta Loyalitas Nasabah Debitur PT. Bank Kalbar Di Kalimantan Barat. Disertasi thesis, UNIVERSITAS AIRLANGGA.

Text (FULLTEXT) NUR AFIFAH 090970356 D.pdf Download (12MB)

Abstract

This study is an explanatory study, which argue the inter bank relation matter with the debtor's. Comprehensively, the study aim is to prove and analyze the influence: service quality towards debtor's satisfaction, service quality towards effective commitment, debtors satisfaction towards affective commitment, satisfaction towards nonnative commitment. service quality towards continuous commitment, debtor's satisfaction towards continuous commitment, service quality towards debtors loyalty, debtor's satisfaction towards debtors loyalty, affective commitment towards debtor's loyalty, nonnative commitment towards debtor's loyalty, continuous commitment towards debtor's loyalty from PT. Bank Kalbar in West Kalimantan. The population in this study is the debtors of PT. Bank Kalbar in West Kalimantan. The debtors meant are the individuals (entrepreneurs) >Wto obtain the small industry credit from PT. Bank Kalbar for their necessities managed. The total samples are 126 respondents, which are taken from the branch office of PT. Bank Kalbar in the area of West Kalimantan. The sampling technical by using the cluster sampling to select the branch office and proportionally determine the respondents amount to the respective branch. The main instrument in this study is using questioner. The analysis used to examine the hypothesis in this study is a Structural Equation Modeling by using the Analysis of Moment Structure program package Yersion 18. This study determine that the clien satisfaction most dominantly influence towards the debtors normative comntibnent of PT. Bank Kalbar. It means, the satisfaction given by the bank in this matter is the satisfaetion on small industry credit service/ product, service quality satisfaction and the bank's small industry eredit product benefit has created the enjoyful experience in the heart of customer. By created this experience, appeared the customer's intention to keep having relationship with PT. Bank Kalbar, until pleasurely, the customer's keep maintaining the relationship. This Study found that normative comntitment has lower influence to the debtors loyalty at PT. Bank Kalbar. It means normative commitment influencing the debtors loyalty, if PT. Bank Kalbar can give extm services to the debtors will keep the relation.

Actions (login required)

View Item