ANALISIS DAMPAK SERVICE PERFORMANCE DAN KEPUASAN SEBAGAI MODERATING VARIABEL TERHADAP LOYALITAS NASABAH PADA PT. BPR X KOTO SINGKARAK

Verza Indriani, Maria Magdalena and Mariani St.B Tanjung

No jsuwv, OSF Preprints from Center for Open Science

Abstract: This study aims to determine and analyze how much influence Service Performance (X) consisting of 5 research variables are Reliability, Responsivenes, Emphaty, Assurance, and Tangible, Satisfaction (Z), and Loyalty of Customer (Y) at PT. BPR X Koto Singkarak, using data collection method that is in the form of questionnaire counted 75 respondents. In data analysis using validity test, reliability, and test of classical assumption that is normality, multicollinearity, heteroskedastisitas, and autokorelasi. The analysis method used is linear regression linear variable level analysis. While for hypothesis testing that is F test, T test, coefficient determinant of R2 by using tool of SPSS. The result of research indicate that Reliability variable influence to customer loyalty at PT. BPR X Koto Singkarak, Responsivenes variable does not affect customer loyalty at PT. BPR X Koto Singkarak, Emphaty variable has no effect on customer loyalty at PT. BPR X Koto Singkarak, Assurance variable does not affect customer loyalty at PT. BPR X Koto Singkarak, Tangible variable affects customer loyalty at PT. BPR X Koto Singkarak. Based on the results of linear regression testing using the moderation variable found that the satisfaction variable strengthens the relationship between Reliability and Emphaty on customer loyalty, while the satisfaction variable weakens the relationship between Responsivenes, Assurance, and Tangible to customer loyalty.

Date: 2019-10-24
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Persistent link: https://EconPapers.repec.org/RePEc:osf:osfxxx:jsuwv

DOI: 10.31219/osf.io/jsuwv

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