Awan, Soni Harsono and Widyantoro, Harry and Prawitowati, Tjahjani and Rachmat, Basuki (2017) The Development of Service Quality Model as a Criterion in Selecting the Banks in Indonesia. Polish Journal of Management Studies, 15 (2). pp. 82-92. ISSN 2081-7425
|
Text
1b_Polish_Turnitin.pdf Download (2MB) | Preview |
|
|
Text
Peer Review 1 The Development Of Service Quality.pdf Download (2MB) | Preview |
|
|
Text
1c_korespondensi dan URL.pdf Download (860kB) | Preview |
Abstract
This study aims to investigate the effect of service quality, service-oriented organizational citizenship behavior (S-OCB) and benefits sought on customer satisfaction and loyalty. A total of 449 banking customers participate in this study. Sampling technique is conducted using convenience sampling method, while the data analysis is done using Partial Least Square (PLS) approach. The results of this study provide insights to the banking practitioners on how customers select a particular bank and how customers give ratings to all aspects of the services provided by the bank to its customers. It is expected that the results of this study can be used to establish various policies for the improvement of the service quality and S-OCB.
| Item Type: | Article |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING |
| Divisions: | Lecturer |
| Depositing User: | Dr. Drs., SONI HARSONO AWAN |
| Date Deposited: | 06 Nov 2020 01:37 |
| Last Modified: | 21 Sep 2023 02:48 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/7160 |
Actions (login required)
 |
View Item |