Proceedings of the Third Padang International Conference On Economics Education, Economics, Business and Management, Accounting and Entrepreneurship (PICEEBA 2019)

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The Influence of Satisfaction on Dimension of Service Quality toward Loyality of Savings Customers at PT. Bank Bukopin, Tbk. Branch of Padang

Authors
Yusmardi Yusmardi, Susi Evanita, Idris
Corresponding Author
Yusmardi Yusmardi
Available Online September 2019.
DOI
10.2991/piceeba-19.2019.81How to use a DOI?
Keywords
loyality, satisfaction, dimension of service quality
Abstract

This research aimed to find the influence of satisfaction on the quality dimension for the customer loyality at PT. Bank Bukopin, Tbk. Branch of Padang. This research aimed to find:1) the influence of satisfaction on tangibles for the customer loyality, 2) the influence of satisfaction on reliability for the customer loyality, 3) the influence of satisfaction on responsiviness for the customer loyality, 4) the influence of satisfaction on assurance for the customer loyalty, 5) the influence of satisfaction on empathy for the customer loyality. This research is causative study with a population totally are 21.528 respondents. The withdraw of the sampling method is using Accidental Sampling method, with total of sample are 156 respondents. Primary data was collected through polls using Likert Scale model that has been tested validity and reliability. Data analysis technique that was used is Multiple Regression Analysis. The results of research are:1) there is a positive and significant impact of satisfaction on the tangibles for the customer loyality, 2) there is a positive and significant effect of satisfaction on the reliability for the customer loyality, 3) the satisfaction on the responsiviness has no significant effect for the customer loyalty, 4) the satisfaction on the assurance has no significant effect for the customer loyalty, 5) the satisfaction on the empathy has no significant effect for customers loyalty at PT Bank Bukopin, Tbk. Branch of Padang

Copyright
© 2019, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the Third Padang International Conference On Economics Education, Economics, Business and Management, Accounting and Entrepreneurship (PICEEBA 2019)
Series
Advances in Economics, Business and Management Research
Publication Date
September 2019
ISBN
978-94-6252-797-3
ISSN
2352-5428
DOI
10.2991/piceeba-19.2019.81How to use a DOI?
Copyright
© 2019, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

risenwbib
TY  - CONF
AU  - Yusmardi Yusmardi
AU  - Susi Evanita
AU  - Idris
PY  - 2019/09
DA  - 2019/09
TI  - The Influence of Satisfaction on Dimension of Service Quality toward Loyality of Savings Customers at PT. Bank Bukopin, Tbk. Branch of Padang
BT  - Proceedings of the Third Padang International Conference On Economics Education, Economics, Business and Management, Accounting and Entrepreneurship (PICEEBA 2019)
PB  - Atlantis Press
SP  - 89
EP  - 103
SN  - 2352-5428
UR  - https://doi.org/10.2991/piceeba-19.2019.81
DO  - 10.2991/piceeba-19.2019.81
ID  - Yusmardi2019/09
ER  -