THE EFFECT OF PRODUCT FASCINATION, SERVICE FASCINATION, AND COMPETITIVE POWER OF TARIFF ON CUSTOMER SATISFACTION AND IMPACT ON TRANSACTION DECISIONS (Study on Agent BRILink BRI Branch of Pati)

Jurnal Sains Pemasaran Indonesia (Indonesian Journal of Marketing Science) Pub Date : 2019-04-21 DOI:10.14710/JSPI.V17I2.89-102

R. Kurniawan, Harry Soesanto, S. Sugiarto

{"title":"THE EFFECT OF PRODUCT FASCINATION, SERVICE FASCINATION, AND COMPETITIVE POWER OF TARIFF ON CUSTOMER SATISFACTION AND IMPACT ON TRANSACTION DECISIONS (Study on Agent BRILink BRI Branch of Pati)","authors":"R. Kurniawan, Harry Soesanto, S. Sugiarto","doi":"10.14710/JSPI.V17I2.89-102","DOIUrl":null,"url":null,"abstract":"Bank Rakyat Indonesia (BRI) innovates to launch BRILink Agent services as a collaborative partner between BRI Bank and its customers. The problem in this research is how to improve customer satisfaction which will influence the decisions of transactions at BRILink BRI Branch of Pati. Data on observed variables were obtained through interviews with questionnaires to 110 BRI Bank customers who transacted at BRILink Branch of Pati and tested using AMOS statistic software. The result of SEM analysis confirm the criteria of Goodness of fit that is Chi-Square is 154.616 with probability equal to 0.277; CMIN/DF (1.066); GFI (0.873); AGFI (0.833); TLI (0.991); CFI (0.992); and RMSEA (0.025). The result of hypothesis testing is: transaction decisions are statistically proven to be affected by customer satisfaction, customer satisfaction is statistically proven to be affected by service attractiveness and tariff competitiveness, while the attractiveness of unpaid products has a significant effect. ","PeriodicalId":300102,"journal":{"name":"Jurnal Sains Pemasaran Indonesia (Indonesian Journal of Marketing Science)","volume":"12 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2019-04-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"1","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Jurnal Sains Pemasaran Indonesia (Indonesian Journal of Marketing Science)","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.14710/JSPI.V17I2.89-102","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}

引用次数: 1

Abstract

Bank Rakyat Indonesia (BRI) innovates to launch BRILink Agent services as a collaborative partner between BRI Bank and its customers. The problem in this research is how to improve customer satisfaction which will influence the decisions of transactions at BRILink BRI Branch of Pati. Data on observed variables were obtained through interviews with questionnaires to 110 BRI Bank customers who transacted at BRILink Branch of Pati and tested using AMOS statistic software. The result of SEM analysis confirm the criteria of Goodness of fit that is Chi-Square is 154.616 with probability equal to 0.277; CMIN/DF (1.066); GFI (0.873); AGFI (0.833); TLI (0.991); CFI (0.992); and RMSEA (0.025). The result of hypothesis testing is: transaction decisions are statistically proven to be affected by customer satisfaction, customer satisfaction is statistically proven to be affected by service attractiveness and tariff competitiveness, while the attractiveness of unpaid products has a significant effect.

查看原文

微信好友朋友圈 QQ好友复制链接

本刊更多论文

产品魅力、服务魅力和关税竞争力对顾客满意度的影响及其对交易决策的影响(以派帝公司代理BRILink BRI分公司为例)

印尼人民银行(BRI)创新推出BRILink代理服务，作为BRI银行与其客户之间的合作伙伴。在本研究的问题是如何提高客户满意度，这将影响交易决策的BRILink BRI分行帕蒂。观察变量的数据是通过对110名在帕蒂BRILink分行进行交易的BRI银行客户进行问卷访谈获得的，并使用AMOS统计软件进行检验。SEM分析结果证实拟合优度标准为卡方为154.616，概率为0.277;CMIN / DF (1.066);GFI (0.873);AGFI (0.833);TLI (0.991);CFI (0.992);RMSEA(0.025)。假设检验的结果是:交易决策被统计证明受顾客满意度的影响，顾客满意度被统计证明受服务吸引力和关税竞争力的影响，而未付款产品的吸引力有显著的影响。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

求助全文

约1分钟内获得全文去求助

来源期刊

Jurnal Sains Pemasaran Indonesia (Indonesian Journal of Marketing Science)

自引率

0.00%

发文量