Quality Product And Excellent Service: The Impact of Repeat Savings Decision
Keywords: Banking, product quality, service excellence
Abstract
The tight competition in the banking industry has forced management to be creative in serving customers. Research related to product quality and service excellence has been carried out, but the research is still done partially. This research combines product quality and service excellence by utilizing customer satisfaction as a mediating variable in the decision to save again. The study population was customers of deposit accounts. This study used purposive sampling, with a number of respondents as many as 125 people. The analysis technique used was structural equation modeling, the collected data was then processed using AMOS software. After analysis, all hypotheses submitted in this study were considered to be acceptable. The managerial implications of the research are that the service excellence provided by the bank must be a service that can truly be directly felt and provide benefits, so that it can satisfy customers.
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References
Agbor, J. (2011). The Relationship Between Customer Satisfaction and Service Quality: A Study of Three Service Sectors in Umea . Umea School of Business.
Andreassen, T. (1997). Customer Loyalty and Complex Service: The Impact of Corporate Image on Quality, Customer Satisfaction and Loyalty for Customer with Varying Degrees of Service Expertise. The International Journal of Service Industry Management, Vol 8, No4.
Blery, E. (2003). Factor Influencing Customers Repurchase Intentions in the Greek Mobile Telephony Sector. Submitted for the Degree of Doctor of Philosophy. Surrey European Management School, University of Surrey.
Brown, S., & Taylor, K. (2016). Early Influences on Saving Behavior: Analysis of British Data Panel. Journal of Banking and Finance, 62, 1-14.
Cruz, A. (2015). Relationship Between Product Quality and Customer Satisfaction. Walden University.
Ferdinand, A. (2014). Research Method Management, Research Guidelines for Thesis Writting, Thesis and Dissertation in Management Sciences, 5 edition. Semarang: Badan Penerbit Universitas Diponegoro.
Ganiyu, R., Uche, H., & Elizabeth, A. (2012). Is Customer Satisfaction an Indicator of Customer Loyalty? Australian Journal of Business and Management Research, Vol 2, No 07, 14-20.
Gedela, P. (2012). Determinant of Saving Behavior in Rural and Tribal Households An Empirical Analysis of Visakhapatnam District. International Journal of Research in Social Sciences, Vol. 2 (8), August, 108-128.
Giovanis, A. N., Zonditros, D., & Tomaras, P. (2014). The Antecedents of Customer Loyalty for Broadband Services: The Role of Service Quality, Emotional Satisfaction and Corporate Image. Procedia-Social and Behavioral Sciences, (pp. 236-244).
Hapsari, A. M., Kumadji, S., & Abdillah, Y. (2015). Effect of Excellent Service on Customer Satisfaction and Its Impactnon Customer Loyalty (Survey on Pizza Hut Malang Town Square Customers). Jurnal Administrasi Bisnis, Vol 18, No12.
Ibrahim, H., Taufik, M., Adzmir, M. A., & Saharuddin, H. (2016). Customer Service and Responsiveness of Self Service Techonology for Retail Banking Services. Procedia Economics and Finance, (pp. 13-20).
Khaerunisa, H. (2013). Effect of Excellence Service on Customer Satisfaction. Studia Journal of Accounting and Business, Vol 1, No 1, 47-60.
Kimando, L., & Njogu, G. W. (2015). Factor Affect Quality of Customer Service in the Banking Industry in Kenya: Nairobi, Case Study of Postbank Head Office. International Journal of Business and Commerce, Vol 1, No 1, 82-105.
Markoni. (2011). Effect of Product Quality Dimensions on Banking Customer Satisfaction.. Oration Scientific Journal of Social Sciences, Vol. 16, No.2, 59-70.
Munhurrun, P. R., Bhiwajee, S. L., & Perunjodi, N. (2010). Service Quality in the Public Serive. International Journal of Management and Marketing Research, Vol. 3, No. 1.
Naik, C. K., Gantasala, S. B., & Prabhakar, G. V. (2010). Service (Servqual) and its Effect on Customer Satisfaction in Retailing. European Journal of Social Sciences, Vol. 16,No.2.
Parasuraman, A., Zeithaml, V., & Berry, L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49 (Fall), 41-50.
Pritchard, M., Havitz, M., & Howard, D. (1999). Analyzing the COmmitment, This Loyalty Link Service Context. Journal of the Academy of Marketing Science, 27 (3), 333-348.
Rickard, J., Hellier, P., Geursen, G., & Carr, R. (2003). Customer Repurchase Intention: A General Structural Equation Model. Journal of Marketing, Vol 37, No 11, 1762-1800.
Solnet, F., & Kandampully, J. (2008). How Som Service Firmas Have Become Part of" Service Excellence" Folklore An Exploratory Study. Managing Service Quality, Vol.18, No.2, 179-193.
Sondakh, C. (2014). Service Quality, Brand Image and Its Effect on Customer Satisfaction and Customer Loyalty Savings (Study at BNI Taplus BNI Branch Customers). Journal of Business Research and Management, Vol.3, No.1, 19-32.
Suchanek, P., Richter, J., & Kralova, m. (2014). Customer Satisfaction, Product Quality and Performance of Companies. Review of Economic Perspective-Narodohopodarsky Obzor, Vol.14, Issue 4, 329-344.
Trisnadi, D., & Surip, N. (2013). Effects of Quality Savings product and Service Quality on the Interest of Saving Back at CIMB Niaga. Journal of MIX, Vol. 6, 356-368.
Ueltschy, L., Laroche, M., Eggert, A., & Bindl, U. (2007). Service Quality anda Satisfaction: An International Comparison of Professional Services Perceptions. Journal of Services Marketing, Vo.21, No.6, 410-423.
Wulandari, A. (2015). Analysis of bank Mandiri Satisfaction About Service Excellence (Survey of Bank Mandiri Customers at Telkom University Cash Office). Ecodemica, VOl 1. III. April, 285-291.
Yi, Y., & La, S. (2004). What Influences the Relationship Between Customer Satisfaction and Repurchase Intention? Investigating the Effects of Customized Expectations and Customer Loyalty. Psychology and Marketing, Vol.21 (5), 351-373.
Yulisetiarini, D., Subagio, A., Paramu, H., & Irawan, B. (2017). Customer Repurchase Intention and Satisfaction in Online Shopping. International Business Management, 11 (1), 215-221.
Zeithaml, V. (1988). Consumer Perceptions of Price, Quality and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, Vol. 52, July, 2-22.
Andreassen, T. (1997). Customer Loyalty and Complex Service: The Impact of Corporate Image on Quality, Customer Satisfaction and Loyalty for Customer with Varying Degrees of Service Expertise. The International Journal of Service Industry Management, Vol 8, No4.
Blery, E. (2003). Factor Influencing Customers Repurchase Intentions in the Greek Mobile Telephony Sector. Submitted for the Degree of Doctor of Philosophy. Surrey European Management School, University of Surrey.
Brown, S., & Taylor, K. (2016). Early Influences on Saving Behavior: Analysis of British Data Panel. Journal of Banking and Finance, 62, 1-14.
Cruz, A. (2015). Relationship Between Product Quality and Customer Satisfaction. Walden University.
Ferdinand, A. (2014). Research Method Management, Research Guidelines for Thesis Writting, Thesis and Dissertation in Management Sciences, 5 edition. Semarang: Badan Penerbit Universitas Diponegoro.
Ganiyu, R., Uche, H., & Elizabeth, A. (2012). Is Customer Satisfaction an Indicator of Customer Loyalty? Australian Journal of Business and Management Research, Vol 2, No 07, 14-20.
Gedela, P. (2012). Determinant of Saving Behavior in Rural and Tribal Households An Empirical Analysis of Visakhapatnam District. International Journal of Research in Social Sciences, Vol. 2 (8), August, 108-128.
Giovanis, A. N., Zonditros, D., & Tomaras, P. (2014). The Antecedents of Customer Loyalty for Broadband Services: The Role of Service Quality, Emotional Satisfaction and Corporate Image. Procedia-Social and Behavioral Sciences, (pp. 236-244).
Hapsari, A. M., Kumadji, S., & Abdillah, Y. (2015). Effect of Excellent Service on Customer Satisfaction and Its Impactnon Customer Loyalty (Survey on Pizza Hut Malang Town Square Customers). Jurnal Administrasi Bisnis, Vol 18, No12.
Ibrahim, H., Taufik, M., Adzmir, M. A., & Saharuddin, H. (2016). Customer Service and Responsiveness of Self Service Techonology for Retail Banking Services. Procedia Economics and Finance, (pp. 13-20).
Khaerunisa, H. (2013). Effect of Excellence Service on Customer Satisfaction. Studia Journal of Accounting and Business, Vol 1, No 1, 47-60.
Kimando, L., & Njogu, G. W. (2015). Factor Affect Quality of Customer Service in the Banking Industry in Kenya: Nairobi, Case Study of Postbank Head Office. International Journal of Business and Commerce, Vol 1, No 1, 82-105.
Markoni. (2011). Effect of Product Quality Dimensions on Banking Customer Satisfaction.. Oration Scientific Journal of Social Sciences, Vol. 16, No.2, 59-70.
Munhurrun, P. R., Bhiwajee, S. L., & Perunjodi, N. (2010). Service Quality in the Public Serive. International Journal of Management and Marketing Research, Vol. 3, No. 1.
Naik, C. K., Gantasala, S. B., & Prabhakar, G. V. (2010). Service (Servqual) and its Effect on Customer Satisfaction in Retailing. European Journal of Social Sciences, Vol. 16,No.2.
Parasuraman, A., Zeithaml, V., & Berry, L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49 (Fall), 41-50.
Pritchard, M., Havitz, M., & Howard, D. (1999). Analyzing the COmmitment, This Loyalty Link Service Context. Journal of the Academy of Marketing Science, 27 (3), 333-348.
Rickard, J., Hellier, P., Geursen, G., & Carr, R. (2003). Customer Repurchase Intention: A General Structural Equation Model. Journal of Marketing, Vol 37, No 11, 1762-1800.
Solnet, F., & Kandampully, J. (2008). How Som Service Firmas Have Become Part of" Service Excellence" Folklore An Exploratory Study. Managing Service Quality, Vol.18, No.2, 179-193.
Sondakh, C. (2014). Service Quality, Brand Image and Its Effect on Customer Satisfaction and Customer Loyalty Savings (Study at BNI Taplus BNI Branch Customers). Journal of Business Research and Management, Vol.3, No.1, 19-32.
Suchanek, P., Richter, J., & Kralova, m. (2014). Customer Satisfaction, Product Quality and Performance of Companies. Review of Economic Perspective-Narodohopodarsky Obzor, Vol.14, Issue 4, 329-344.
Trisnadi, D., & Surip, N. (2013). Effects of Quality Savings product and Service Quality on the Interest of Saving Back at CIMB Niaga. Journal of MIX, Vol. 6, 356-368.
Ueltschy, L., Laroche, M., Eggert, A., & Bindl, U. (2007). Service Quality anda Satisfaction: An International Comparison of Professional Services Perceptions. Journal of Services Marketing, Vo.21, No.6, 410-423.
Wulandari, A. (2015). Analysis of bank Mandiri Satisfaction About Service Excellence (Survey of Bank Mandiri Customers at Telkom University Cash Office). Ecodemica, VOl 1. III. April, 285-291.
Yi, Y., & La, S. (2004). What Influences the Relationship Between Customer Satisfaction and Repurchase Intention? Investigating the Effects of Customized Expectations and Customer Loyalty. Psychology and Marketing, Vol.21 (5), 351-373.
Yulisetiarini, D., Subagio, A., Paramu, H., & Irawan, B. (2017). Customer Repurchase Intention and Satisfaction in Online Shopping. International Business Management, 11 (1), 215-221.
Zeithaml, V. (1988). Consumer Perceptions of Price, Quality and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, Vol. 52, July, 2-22.
Published
Mar 15, 2019
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How to Cite
Wardoyo, P., Kumalasari, L., & Rusdianti, E. (2019). Quality Product And Excellent Service: The Impact of Repeat Savings Decision. Jurnal Organisasi Dan Manajemen, 15(1), 46–53. https://doi.org/10.33830/jom.v15i1.296.2019
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