Nadiatul Fitri, . (2022) ANALISIS KUALITAS PELAYANAN DAN KETERSEDIAAN FITUR TERHADAP LOYALITAS NASABAH PADA APLIKASI BSI MOBILE DI PIDIE JAYA DENGAN KEPUASAN SEBAGAI VARIABEL INTERVENING. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
This study aims to analyze and find out how the quality of service and the availability of features for BSI Mobile users in Pidie Jaya affect customer loyalty by using the mediating variable of satisfaction. This study uses the variables of satisfaction, service quality, loyalty, and feature availability. The research method uses quantitative methods using primary data. The data collection method in this study was carried out in Pidie Jaya in 2021 using a questionnaire distributed to respondents using BSI mobile, and a sample of 100 people. Sampling using non�probability sampling. The data obtained was then processed with the help of SPSS ver 26 software. The results of his research state that (1) service quality has an effect on satisfaction with a significance value of 0.030. (2) feature availability has an effect on satisfaction with a significance value of 0.000. (3) service quality has no effect on loyalty with a significance value of 0.440. (4) the availability of features has an effect on loyalty with a significance value of 0.000. (5) satisfaction has an effect on loyalty with a significance value of 0.002. (6) service quality affects loyalty mediated by satisfaction with the calculated value of 0.21. (7) the availability of features that have an effect on loyalty is mediated by satisfaction with an effect value of 0.0759.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No. Panggil: 1810111090] [Pembimbing: Nobelson] [Penguji 1: Heni Nastiti] [Penguji 2: Maria Assumpta Wikantari] |
| Uncontrolled Keywords: | Service Quality, Feature Availability, Loyalty, Satisfaction |
| Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HC Economic History and Conditions L Education > L Education (General) |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1) |
| Depositing User: | NADIATUL FITRI |
| Date Deposited: | 09 Sep 2024 06:37 |
| Last Modified: | 09 Sep 2024 06:37 |
| URI: | http://repository.upnvj.ac.id/id/eprint/20450 |
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