PERSEPSI NASABAH TENTANG LAYANAN PERBANKAN: PENGARUH SERVICE FAILURE DAN STRATEGI SERVICE RECOVERY TERHADAP BEHAVIORAL INTENTIONS
The research was conducted to verify the ability of service quality and service recoverystrategy to predict behavioral intentions in the banking industry. A survey questionnaire wasdeveloped, then it was distributed to 150 customers of banks in Yogyakarta. Data was analyzedusing multiple regression...
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| Format: | Article |
| Language: | English |
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Universitas Merdeka Malang
2017-03-01
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| Series: | Jurnal Keuangan dan Perbankan |
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| Online Access: | http://jurnal.unmer.ac.id/index.php/jkdp/article/view/926 |