Agung Prihandi, . (2015) PENGARUH KUALITAS LAYANAN DAN KEPERCAYAAN TERHADAP LOYALITAS NASABAH BANK BNI DI MARGONDA DEPOK. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
The global financial crisis that hit the world, including Indonesia, making all business sectors need to anticipate to save assets and finances. One sector that receives the impact is the banking sector. This study was conducted to analyze the effect of service quality on customer loyalty and trust bank BNI. The sampling technique in this research is done by using purposive sampling. Data collection techniques using primary data by spreading questionnaires to 100 respondents. The analysis technique used is multiple regression. Results of analysis using SPSS version 20. Results showed simultaneous and partial service quality and significant positive effect on customer loyalty. Companies are advised to pay attention to matters relating to the quality of service and reliability. We recommend the implementation of the strategy needs to consider these factors.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No. Panggil : 1110111018] [Penguji II (Pembimbing) : Lina Ariyani] [Penguji I : Nani Ariani] [Ketua Penguji : Tati Handayani] |
| Uncontrolled Keywords: | Quality of Service, Trust, Loyalty |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HC Economic History and Conditions H Social Sciences > HE Transportation and Communications H Social Sciences > HJ Public Finance |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1) |
| Depositing User: | Muamar Khadafi |
| Date Deposited: | 04 Jul 2024 09:01 |
| Last Modified: | 04 Jul 2024 09:01 |
| URI: | http://repository.upnvj.ac.id/id/eprint/30447 |
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