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

Imam Santoso, . (2017) PENGARUH KUALITAS PELAYANAN, DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN PADA NASABAH BANK BRI KANTOR CABANG PASAR MINGGU JAKARTA SELATAN. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

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 Type:	Thesis (Skripsi)
Additional Information:	[No. Panggil : 1210111060] [Penguji II (Pembimbing) : Diana Triwardhani] [Penguji I : Bernadin Dwi] [Ketua Penguji : Maria Bernadette Nani Ariani]
Uncontrolled Keywords:	Service Quality, Trust, Customer Satisfaction, Customer Loyalty Bank BRI Pasar Minggu
Subjects:	H Social Sciences > HB Economic Theory H Social Sciences > HC Economic History and Conditions H Social Sciences > HN Social history and conditions. Social problems. Social reform
Divisions:	Fakultas Ekonomi dan Bisnis > Program Studi Akuntansi (S1)
Depositing User:	Muamar Khadafi
Date Deposited:	07 Jul 2022 03:43
Last Modified:	07 Jul 2022 03:43
URI:	http://repository.upnvj.ac.id/id/eprint/18234

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