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...
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| Format: | UMS Journal (OJS) |
| Language: | eng |
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Department of Industrial Engineering Universitas Muhammadiyah Surakarta
2014
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| Online Access: | https://journals.ums.ac.id/index.php/jiti/article/view/305 |
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| _version_ | 1805342424435785728 |
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| author | Tan, Alfian Sukapto, Paulus Sitompul, Carles |
| author_facet | Tan, Alfian Sukapto, Paulus Sitompul, Carles |
| author_sort | Tan, Alfian |
| collection | OJS |
| 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. |
| format | UMS Journal (OJS) |
| id | oai:ojs2.journals.ums.ac.id:article-305 |
| institution | Universitas Muhammadiyah Surakarta |
| language | eng |
| publishDate | 2014 |
| publisher | Department of Industrial Engineering Universitas Muhammadiyah Surakarta |
| record_format | ojs |
| spelling | oai:ojs2.journals.ums.ac.id:article-305 PENGEMBANGAN DIMENSI KUALITAS LAYANAN E-BANKING DAN HUBUNGANNYA DENGAN KEPUASAN SERTA LOYALITAS KONSUMEN Tan, Alfian Sukapto, Paulus Sitompul, Carles e-banking; customer segment; quality dimension; service quality; satisfaction; loyalty 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. Department of Industrial Engineering Universitas Muhammadiyah Surakarta 2014-06-30 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion application/pdf https://journals.ums.ac.id/index.php/jiti/article/view/305 10.23917/jiti.v13i1.305 Jurnal Ilmiah Teknik Industri; Vol. 13, No. 1, Juni 2014; 16 - 27 Jurnal Ilmiah Teknik Industri; Vol. 13, No. 1, Juni 2014; 16 - 27 2460-4038 1412-6869 eng https://journals.ums.ac.id/index.php/jiti/article/view/305/264 Copyright (c) 2015 Jurnal Ilmiah Teknik Industri |
| spellingShingle | e-banking; customer segment; quality dimension; service quality; satisfaction; loyalty Tan, Alfian Sukapto, Paulus Sitompul, Carles PENGEMBANGAN DIMENSI KUALITAS LAYANAN E-BANKING DAN HUBUNGANNYA DENGAN KEPUASAN SERTA LOYALITAS KONSUMEN |
| 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 |
| topic_facet | e-banking; customer segment; quality dimension; service quality; satisfaction; loyalty |
| url | https://journals.ums.ac.id/index.php/jiti/article/view/305 |
| work_keys_str_mv | AT tanalfian pengembangandimensikualitaslayananebankingdanhubungannyadengankepuasansertaloyalitaskonsumen AT sukaptopaulus pengembangandimensikualitaslayananebankingdanhubungannyadengankepuasansertaloyalitaskonsumen AT sitompulcarles pengembangandimensikualitaslayananebankingdanhubungannyadengankepuasansertaloyalitaskonsumen |