ANALISIS FAKTOR KONFIRMATORI DIMENSI KUALITAS PELAYANAN (SERVICE QUALITY)
DOI:
https://doi.org/10.56606/albama.v14i1.32Keywords:
Confirmatory Factor Analysis,, Service QualityAbstract
The purpose of this study was to determine the application of confirmatory second order factor analysis in testing the validity and reliability of the service quality construct consisting of the dimensions of reliability, assurance, tangible, empathy, and responsiveness. The sample in this study were customers of Bank X in Yogyakarta with a total of 150. The sampling technique used purposive sampling. Data analysis with the help of the AMOS 20 program. The conclusion that can be drawn is that all indicators forming the latent variables of service quality dimensions are valid and reliable. The greatest value of the dimension constructing service quality is the dimension of responsiveness, then assurance, empathy, reliability and tangible. Overall the model has met the criteria of a good goodness of fit.Downloads
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References
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Parasuraman, A., Zeinthaml, V. A. & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Iimplications For Future Research. Journal of Marketing, Vol. 49: 41 – 50.
Soteriou , Andreas & Stavros A. Zenios. (1997). Efficiency, Profitability, and Quality in the Provision of Banking Service
Sugiyono, (2010), Statistika Untuk Penelitian. Bandung: Alfabeta
Website Amos: http://www.amosdevelopment.com
Bollen, K. A (2011), Evaluating effect, Composite, and causal Indicators in Struktural Equations Model, MIS Quarterly (35:2),pp 359 - 372
Fandy Tjiptono. (2006). Pemasaran Jasa. Yogyakarta : Bayumedia Publishing.
Geffen, D., Straub, D. W. & Boudreau, M. D. (2001). Structural Equation Modeling and Regression: Guidelines for Research Practice. Communications of AIS, Volume 4: Article 7.
Ghozali, Imam. (2008). Model Persamaan Struktural Konsep dan Aplikasi dengan program AMOS 16.0. Semarang: Badan Penerbit Universitas Diponegoro.
Hair, J.F., Jr., et.al. (2010). Multivariate Data Analysis 5th ed. Englewood Cliffs, NJ: Prentice-Hall Int’l.
Kline, Rex B. (2011). Principles and Practice of Structural Equation Modeling. New York: The Guilford Press.
Latan, Hengky. (2012). Structural Equation Modeling Konsep dan Aplikasi Menggunakan Program Lisrel 8.80. Bandung: Alfabeta.Parasuraman, Zeithaml, dan Berry (1985)
Loehlim, J.C (1992). Latent Variables Models,New Jersey: Lawrence Erlbaum Associates Inc
Lovelock, Christopher H dan Lauren K. Waright. 2007. Manajemen Pemasaran Jasa. Cetakan II. Jakarta: PT Indeks.
MacCallum, R.C., and Austin, J.T. (2000) Applications of Structural Equation Modeling Using GFI and AGFI , Multivariate Behavioral Research (32:2),pp. 201-226
McDonald, R. P. (1981). The Dimensionality of Test and Items. British Journal of Mathematical and Statistical Psychology, 34: 100 – 117.
Parasuraman, A. (1988). Servqual: A Multi-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, Vol. 64(1): 12 – 37.
Parasuraman, A., Zeinthaml, V. A. & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Iimplications For Future Research. Journal of Marketing, Vol. 49: 41 – 50.
Soteriou , Andreas & Stavros A. Zenios. (1997). Efficiency, Profitability, and Quality in the Provision of Banking Service
Sugiyono, (2010), Statistika Untuk Penelitian. Bandung: Alfabeta
Website Amos: http://www.amosdevelopment.com
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Published
2021-04-30
How to Cite
Subandi, S. (2021). ANALISIS FAKTOR KONFIRMATORI DIMENSI KUALITAS PELAYANAN (SERVICE QUALITY). ALBAMA: JURNAL BISNIS ADMINISTRASI DAN MANAJEMEN, 14(1), 50–60. https://doi.org/10.56606/albama.v14i1.32
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