HUBUNGAN KAUSAL KULAITAS LAYANAN, LOYALITAS DAN KOMITMEN NASABAH PADA BANK-BANK TOP BRAND 2007 DI YOGYAKARTA

WIDHY TRI, ASTUTI (2008) HUBUNGAN KAUSAL KULAITAS LAYANAN, LOYALITAS DAN KOMITMEN NASABAH PADA BANK-BANK TOP BRAND 2007 DI YOGYAKARTA. JURNAL KEUANGAN DAN PERBANKAN , 12 (2). pp. 296-307. ISSN 1410-8089

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Abstract

This research aimed to test a structural model describing the causal relationship of service quality loyalty and commitment. The sampel was drawn by a purposive sampling method. Data analysis was conducted by means of structural equation modelling with a program application of AMOS. The result of model evaluation with several criteria of goodness of fit indices results was made based on theories indices. The model was accepted several insight emerge from our research service quality affect service quality and commitment, although not all relationships are direct it means that loyalty as mediator variable to commitment. Keyword: service qualiaty, loyalty, commitment

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