Ananda Mahesa Raditya, . (2013) ANALISIS PENGARUH KUALITAS PELAYANAN DAN KEPUASAN SEBAGAI MODERATING VARIABEL TERHADAP KESETIAAN MEREK (Studi Kasus Pada Nasabah Bank X Syariah). Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
This study aims to analyze the direct effect of service quality and customer satisfaction on brand loyalty and test the interaction effect of service quality and customer satisfaction on brand loyalty with satisfaction as a moderator variable between service quality and brand loyalty. This study uses an analysis tool Moderator Regression Analysis. Held in Jakarta, with the object of study X Bank Syariah. The results of this study suggest that studies using quality of service, customer satisfaction and brand loyalty shows there is a positive effect of service quality and customer satisfaction on brand loyalty and customer satisfaction are able to moderate the relationship between service quality and brand loyalty.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No. Panggil : 207111031] [Penguji II (Pembimbing) : Tati Handayani] [Penguji I : Nobelson] [Ketua Penguji : Diana Triwardhani] |
| Uncontrolled Keywords: | Service Quality, Customer Satisfaction, Brand Loyalty, Moderator Regression Analysis. |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HB Economic Theory H Social Sciences > HC Economic History and Conditions |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1) |
| Depositing User: | Muamar Khadafi |
| Date Deposited: | 06 Nov 2024 02:29 |
| Last Modified: | 06 Nov 2024 02:47 |
| URI: | http://repository.upnvj.ac.id/id/eprint/33983 |
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