PENGARUH KUALITAS PELAYANAN, DAN KEPERCAYAANTERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN PADA NASABAH BANK BRI KANTOR CABANG PASAR MINGGU JAKARTA SELATAN

• Main Author: Imam Santoso, (Author)
• Format: Book
• Published: 2017-01-26.
• Subjects: Thesis; NonPeerReviewed
• Online Access: Link Metadata

Summary

This study was conducted to examine the effect of direct and indirect variable Service Quality and Trust on Customer Loyalty Bank BRI By customer satisfaction, as well as the effect of variable Customer Satisfaction to Customer Loyalty Bank BRI Branch Office Pasar Minggu samples taken some 100 Customers in Bank BRI Pasar Minggu and Pejaten residents. The analysis technique used is the analysis of the path (Path Analysis) and hypotheses using t-statistic with a confidence level of 5%. The results showed that the Service Quality significant effect on customer satisfaction, Trust not significant effect on customer satisfaction, service quality not significantly influence Customer Loyalty Bank BRI, Trust significant effect on Customer Loyalty Bank BRI, Customer Satisfaction not significant effect on Customer Loyalty Bank BRI Pasar Minggu, as well as the Customer Satisfaction not mediated the effects of Service Quality and Trust on Customer Loyalty Bank BRI Branch Office Pasar Minggu.

Item Description

http://repository.upnvj.ac.id/18234/1/ABSTRAK.pdf
http://repository.upnvj.ac.id/18234/2/AWAL.pdf
http://repository.upnvj.ac.id/18234/3/BAB%20I.pdf
http://repository.upnvj.ac.id/18234/4/BAB%20II.pdf
http://repository.upnvj.ac.id/18234/5/BAB%20III.pdf
http://repository.upnvj.ac.id/18234/6/BAB%20IV.pdf
http://repository.upnvj.ac.id/18234/7/BAB%20V.pdf
http://repository.upnvj.ac.id/18234/8/DAFTAR%20PUSTAKA.pdf
http://repository.upnvj.ac.id/18234/9/RIWAYAT%20HIDUP.pdf
http://repository.upnvj.ac.id/18234/10/LAMPIRAN.pdf
http://repository.upnvj.ac.id/18234/11/JURNAL.pdf