PENGEMBANGAN DIMENSI KUALITAS LAYANAN E-BANKING DAN HUBUNGANNYA DENGAN KEPUASAN SERTA LOYALITAS KONSUMEN
SERVQUAL is a service quality measurement model that is assumed to be widely applicable in every sector of service industry, yet research proves the opposite. Characteristic of customer in each segment can be a factor that causes differences in measurement model. According to that fact, this researc...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Muhammadiyah University Press
2014-06-01
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| Series: | Jurnal Ilmiah Teknik Industri |
| Subjects: | |
| Online Access: | http://journals.ums.ac.id/index.php/jiti/article/view/305/264 |
| _version_ | 1811247289523503104 |
|---|---|
| author | Alfian Tan Paulus Sukapto Carles Sitompul |
| author_facet | Alfian Tan Paulus Sukapto Carles Sitompul |
| author_sort | Alfian Tan |
| collection | DOAJ |
| description | SERVQUAL is a service quality measurement model that is assumed to be widely applicable in every sector of service industry, yet research proves the opposite. Characteristic of customer in each segment can be a factor that causes differences in measurement model. According to that fact, this research is conducted to identify the difference of measurement model in each customer segment, especially in e-banking industry. Not only we identify the measurement model, this research is done to confirm the relationship between 3 constructs as well, which are service quality, satisfaction, and loyalty. Several statistical method will be introduced here in relationship with segmentation process, measurement model identification, dan the three constructs' validation process. Segmentation process yields 2 customer segments which are people with high
and moderate expectation to service quality. In the first segment, the measurement model consists of 4 quality dimensions, which are fullfilment, efficiency, assurance, and web design while there are 5 dimensions in the second segment which are fulfillment, responsiveness, information technology, assurance, and efficiency. There are also significant relationships among service
quality, satisfaction, and loyalty. |
| first_indexed | 2024-04-12T15:06:19Z |
| format | Article |
| id | doaj.art-319b056234944e62afdc5a2de89a4f83 |
| institution | Directory Open Access Journal |
| issn | 1412-6869 2460-4038 |
| language | English |
| last_indexed | 2024-04-12T15:06:19Z |
| publishDate | 2014-06-01 |
| publisher | Muhammadiyah University Press |
| record_format | Article |
| series | Jurnal Ilmiah Teknik Industri |
| spelling | doaj.art-319b056234944e62afdc5a2de89a4f832022-12-22T03:27:55ZengMuhammadiyah University PressJurnal Ilmiah Teknik Industri1412-68692460-40382014-06-011311627PENGEMBANGAN DIMENSI KUALITAS LAYANAN E-BANKING DAN HUBUNGANNYA DENGAN KEPUASAN SERTA LOYALITAS KONSUMENAlfian Tan0Paulus Sukapto1Carles Sitompul2Jurusan Teknik Industri, Fakultas Teknologi Industri, Universitas Katolik ParahyanganJurusan Teknik Industri, Fakultas Teknologi Industri, Universitas Katolik ParahyanganJurusan Teknik Industri, Fakultas Teknologi Industri, Universitas Katolik ParahyanganSERVQUAL is a service quality measurement model that is assumed to be widely applicable in every sector of service industry, yet research proves the opposite. Characteristic of customer in each segment can be a factor that causes differences in measurement model. According to that fact, this research is conducted to identify the difference of measurement model in each customer segment, especially in e-banking industry. Not only we identify the measurement model, this research is done to confirm the relationship between 3 constructs as well, which are service quality, satisfaction, and loyalty. Several statistical method will be introduced here in relationship with segmentation process, measurement model identification, dan the three constructs' validation process. Segmentation process yields 2 customer segments which are people with high and moderate expectation to service quality. In the first segment, the measurement model consists of 4 quality dimensions, which are fullfilment, efficiency, assurance, and web design while there are 5 dimensions in the second segment which are fulfillment, responsiveness, information technology, assurance, and efficiency. There are also significant relationships among service quality, satisfaction, and loyalty.http://journals.ums.ac.id/index.php/jiti/article/view/305/264e-bankingcustomer segmentquality dimensionservice qualitysatisfactionloyalty |
| spellingShingle | Alfian Tan Paulus Sukapto Carles Sitompul PENGEMBANGAN DIMENSI KUALITAS LAYANAN E-BANKING DAN HUBUNGANNYA DENGAN KEPUASAN SERTA LOYALITAS KONSUMEN Jurnal Ilmiah Teknik Industri e-banking customer segment quality dimension service quality satisfaction loyalty |
| title | PENGEMBANGAN DIMENSI KUALITAS LAYANAN E-BANKING DAN HUBUNGANNYA DENGAN KEPUASAN SERTA LOYALITAS KONSUMEN |
| title_full | PENGEMBANGAN DIMENSI KUALITAS LAYANAN E-BANKING DAN HUBUNGANNYA DENGAN KEPUASAN SERTA LOYALITAS KONSUMEN |
| title_fullStr | PENGEMBANGAN DIMENSI KUALITAS LAYANAN E-BANKING DAN HUBUNGANNYA DENGAN KEPUASAN SERTA LOYALITAS KONSUMEN |
| title_full_unstemmed | PENGEMBANGAN DIMENSI KUALITAS LAYANAN E-BANKING DAN HUBUNGANNYA DENGAN KEPUASAN SERTA LOYALITAS KONSUMEN |
| title_short | PENGEMBANGAN DIMENSI KUALITAS LAYANAN E-BANKING DAN HUBUNGANNYA DENGAN KEPUASAN SERTA LOYALITAS KONSUMEN |
| title_sort | pengembangan dimensi kualitas layanan e banking dan hubungannya dengan kepuasan serta loyalitas konsumen |
| topic | e-banking customer segment quality dimension service quality satisfaction loyalty |
| url | http://journals.ums.ac.id/index.php/jiti/article/view/305/264 |
| work_keys_str_mv | AT alfiantan pengembangandimensikualitaslayananebankingdanhubungannyadengankepuasansertaloyalitaskonsumen AT paulussukapto pengembangandimensikualitaslayananebankingdanhubungannyadengankepuasansertaloyalitaskonsumen AT carlessitompul pengembangandimensikualitaslayananebankingdanhubungannyadengankepuasansertaloyalitaskonsumen |