Pengaruh implementasi dimensi servqual pada niat menabung ulang yang dimediasi oleh kepuasan pelanggan dan kepercayaan pelanggan

Oleh :
David Jati Utomo - F0206040 - Fak. Ekonomi dan Bisnis

This research is used to explain the influence of servqual perceived on customer satisfaction and customer trust; the influence between servqual perceived, customer satisfaction, and customer trust on resaving intention; as well the relationship between servqual and resaving intention on customer satisfaction and customer trust as mediator variabel. This intends to explain the resaving intention forming. The data is taken trough survei on 200 respondent which is intended to resave their money in Mandiri Bank Surakarta. The taken of the sample uses purposive judgment sampling method which is part of no random sampling. This intends to secure the accuracy of the data that had been taken. The validity and realiblity experiment is used to ensure that the data fullfilled the requirment qualification in hypotesis experiment using any choosen statistic method. while, the choosen statistic metod is the stuructural equation model (sem). This method is considered capable to explain the inter-variable relationship which had been hypotised. The result of the conducted experiment indicates that servqual percieved significantly and positively influence the customer satisfaction and customer trust in direct or indirect. The result of the conducted experiment also indicates that the customer sastifaction signicantlly and positively influence reserving intention in direct or indirect. Another result indicate that servqual and customer trust did not influence the reserving intention. The result of the mediation analysis is custumoer satisfaction mediate the relatioship between servqual percieved and resaving intention. This experiment is expected to give contribution on empirical understanding related to the attempts which must be done by the marketer to create the resaving intention. The anlysis discuss the theoritical implication and opportunity of advanced research. Keyword : servqual perceived, customer satisfaction, customer trust, and resaving attention.