Analisis Pengaruh Kualitas Produk Jasa, Kualitas Pelayanan dan Lingkup Jasa Terhadap Minat Perilaku Konsumen

Marlina, Liza (2011) Analisis Pengaruh Kualitas Produk Jasa, Kualitas Pelayanan dan Lingkup Jasa Terhadap Minat Perilaku Konsumen. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

Customer’s behavioral intention is essential for the service firm to increase profitability because the positive of customer’s behavioral intention leads to repeat purchase and positive word of mouth. The purpose of this research is to determine whether there is influence between service product quality, service quality and servicescapes with customer’s behavioral intention as service adoption in banking industry. A study was conducted on 5 biggest assets bank in Indonesia . A total of 250 questionnaires were used for statistical analysis, with the objective of measuring: (i) the influence of service product quality on customer’s behavioral intention; (ii) the influence of service quality on customer’s behavioral intention and (iii) the influence of servicescapes on customer’s behavioral intention. The samples on this research were 5 biggest assets banking’s customers in Batam. The sampling method used in this research is non probability method with purposive sampling technique. The results of this research showed that service quality and servicescapes affect customer’s behavioral intention while service product quality has no effects on customer’s behavioral intention. Key words: Service Product Quality, Service Quality, Servicescapes, Customer Behavioral Intention.

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