THE DEVELOPMENT OF SERVICE QUALITY MODEL AS A CRITERION IN SELECTING THE BANKS IN INDONESIA | Zendy

Soni Harsono | Zendy; Harry Widyantoro | Zendy; Tjahjani Prawitowati | Zendy; Basuki Rahmat | Zendy

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THE DEVELOPMENT OF SERVICE QUALITY MODEL AS A CRITERION IN SELECTING THE BANKS IN INDONESIA

Author(s) -

Soni Harsono,

Harry Widyantoro,

Tjahjani Prawitowati,

Basuki Rahmat

Publication year - 2017

Publication title -

polish journal of management studies

Language(s) - English

Resource type - Journals

SCImago Journal Rank - 0.319

H-Index - 21

ISSN - 2081-7452

DOI - 10.17512/pjms.2017.15.2.08

Subject(s) - service quality , loyalty , business , service (business) , marketing , quality (philosophy) , customer satisfaction , loyalty business model , sampling (signal processing) , organizational citizenship behavior , computer science , organizational commitment , telecommunications , economics , management , philosophy , epistemology , detector

This study aims to investigate the effect of service quality, service-oriented organizational citizenship behavior (S-OCB) and benefits sought on customer satisfaction and loyalty. A total of 449 banking customers participate in this study. Sampling technique is conducted using convenience sampling method, while the data analysis is done using Partial Least Square (PLS) approach. The results of this study provide insights to the banking practitioners on how customers select a particular bank and how customers give ratings to all aspects of the services provided by the bank to its customers. It is expected that the results of this study can be used to establish various policies for the improvement of the service quality and S-OCB.

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