Service Failure of Non Banking Industry
Journal Title: International Journal of Business and Management Invention - Year 2018, Vol 7, Issue 1
Abstract
The Financial System has created an alternative and indirect way to investors (or funders) to channel funds to users of funds. This is an indirect fund transfer (indirect transfer) of funds to users of funds through financial companies. The purpose of this study is to find out how much influence perceived severity of service failure with trust and perceived severity of service failure with commitment at non banking industry in Indonesia . Sampling is done by simple random sampling. Initially in doing the screening by taking 10% of the sample amount is 30 respondents, to know perceived severity of service failure what is experienced by the customer. Then the samples were drawn to a minimum of 150 respondents. The data collected in the analysis by using Regression and Correlation by testing the hypothesis using the test instrument of Structural Equation Model (SEM) model. The result of this research is the influence of perceived severity of service failure at government bank where the most prominent influence is trust or customer trust.
Authors and Affiliations
Willy Arafah
Keywords
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- EP ID EP399686
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