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The linkages among service quality a...

Toelle, Sulistyawati.

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The linkages among service quality attributes, customer value, customer satisfaction, and customer loyalty in Indonesian retail banking settings.

Record Type:	Language materials, printed : Monograph/item
Title/Author:	The linkages among service quality attributes, customer value, customer satisfaction, and customer loyalty in Indonesian retail banking settings./
Author:	Toelle, Sulistyawati.
Description:	163 p.
Notes:	Adviser: William C. Johnson.
Contained By:	Dissertation Abstracts International67-02A.
Subject:	Business Administration, Banking. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3207477
ISBN:	9780542564413

The linkages among service quality attributes, customer value, customer satisfaction, and customer loyalty in Indonesian retail banking settings.
Toelle, Sulistyawati.

The linkages among service quality attributes, customer value, customer satisfaction, and customer loyalty in Indonesian retail banking settings. - 163 p.

Adviser: William C. Johnson.

Thesis (D.B.A.)--Nova Southeastern University, 2006.

The objective of this research is to investigate service quality attributes along with a measure of perceived value and satisfaction to determine the direct and indirect effect on bank customer's loyalty. The study also seeks to identify the most important attributes/cues in bank settings, which may be used to review characteristics of the banks as experienced by customers.

ISBN: 9780542564413Subjects--Topical Terms:

1018458
Business Administration, Banking.

The linkages among service quality attributes, customer value, customer satisfaction, and customer loyalty in Indonesian retail banking settings.
LDR:01957nam 2200289 a 45 001 967871
005 20110915
008 110915s2006 eng d
020 $a 9780542564413
035 $a (UMI)AAI3207477
035 $a AAI3207477
040 $a UMI $c UMI
100 1 $a Toelle, Sulistyawati. $3 1291743
245 1 4 $a The linkages among service quality attributes, customer value, customer satisfaction, and customer loyalty in Indonesian retail banking settings.
300 $a 163 p.
500 $a Adviser: William C. Johnson.
500 $a Source: Dissertation Abstracts International, Volume: 67-02, Section: A, page: 0645.
502 $a Thesis (D.B.A.)--Nova Southeastern University, 2006.
520 $a The objective of this research is to investigate service quality attributes along with a measure of perceived value and satisfaction to determine the direct and indirect effect on bank customer's loyalty. The study also seeks to identify the most important attributes/cues in bank settings, which may be used to review characteristics of the banks as experienced by customers.
520 $a The sample size of 200 retail-banking customers was drawn from 4 major banks in Jakarta that comprise 2 government banks, and 2 national private banks. The result shows that employee performance has a direct effect only on customer value, while reliability has a direct effect not only on customer value, but also on customer satisfaction and loyalty. Both employee performance and reliability have indirect effect on loyalty, mediated by customer value and satisfaction. No one hypothesis concerning the effect of tangibles on customer value, satisfaction, and loyalty were statistically significant.
590 $a School code: 1191.
650 4 $a Business Administration, Banking. $3 1018458
650 4 $a Business Administration, Marketing. $3 1017573
690 $a 0338
690 $a 0770
710 2 0 $a Nova Southeastern University. $3 1017571
773 0 $t Dissertation Abstracts International $g 67-02A.
790 $a 1191
790 1 0 $a Johnson, William C., $e advisor
791 $a D.B.A.
792 $a 2006
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3207477