Text

Analisa Pengaruh Operative Aspect, Physical Aspect, New Technologies, Human Aspect terhadap Customer Experience, Customer Satisfaction dan Customer Loyalty Bank Syariah di Indonesia

---

Nowdays, service quality become a focus by all company include bank to maintain it’s customer. Bank will always improve its service quality to make their customer have a better costumer experience.customer satisfaction can be achieved only if customer experienced service that meet or beyond their expectation. Customer service quality it’s the key to make customer satisfaction through the experience and therefore will create customer loyalty. Service quality can be experienced by four aspect such as operative aspect, physical aspect, new technologies and human aspect.
This study used non probality method and convenience sampling with 145 shariah bank customer in Indonesia as It’s respondent. This study uses PLS-SEM analysis with SmartPLS 3.0 software. The result of this research that operative aspect and new technologies impact on customer experience but physical aspect and human aspect less impact on customer experience. The other result is customer experience able to create customer satisfaction and customer loyalty in sharia banking.

Keywords: service quality, operations in banking, experience, customer satisfaction, customer loyalty, sharia banking

---

Availability

Detail Information

Series Title

-

Call Number

T 111604 AND a

Publisher

Jakarta : Program Magister Manajemen STIE Indonesia Banking School., 2016

Collation

-

Language

Indonesia

ISBN/ISSN

-

Classification

658.07

Content Type

-

Media Type

-

Carrier Type

-

Edition

-

Subject(s)

Tesis Manajemen IBS

Specific Detail Info

-

Statement of Responsibility

-

Other version/related

File Attachment

Comments

---

You must be logged in to post a comment