Antecedent dan konsekuensi value

DETAIL KOLEKSI

Antecedent dan konsekuensi value

Oleh : Lazuardi Iqbal Zuliantomo

Info Katalog

Nomor Panggil : 022141097

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2020

Pembimbing 1 : Fatik Rahayu

Subyek : Customer services;Consumer satisfaction

Kata Kunci : service quality, corporate image, trust, value, satisfaction, customer loyalty

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.	Link
1.	2020_TA_MJ_022141097_Halaman-Judul.pdf
2.	2020_TA_MJ_022141097_Bab-1.pdf
3.	2020_TA_MJ_022141097_Bab-2.pdf
4.	2020_TA_MJ_022141097_Bab-3.pdf
5.	2020_TA_MJ_022141097_Bab-4.pdf
6.	2020_TA_MJ_022141097_Bab-5.pdf
7.	2020_TA_MJ_022141097_Daftar-Pustaka.pdf
8.	2020_TA_MJ_022141097_Lampiran.pdf

Abstrak
Abstract

P Penelitian ini bertujuan untuk menguji dan menganalisis service quality, corporate image, trust, value dan satisfaction yang mempengaruhi customer loyalty pada nasabah bank BCA. Jumlah responden yang diperlukan yaitu sebanyak 260 resonden.Metode pengumpulan data menggunakan non-probalbility sampling. Pengujian dilakukan dengan metode Structural Equation Model (SEM). Hasil penelitian ini adalah bahwa terdapat pengaruh positif signifikan Service Quality terhadap Corporate Image, Value, Trust dan Loyalty. Lalu, terdapat pengaruh positif Corporate Image terhadap Trust, Satisfaction, Loyalty. Kemudian Trust terbukti memiliki pengaruh positif terhadap satisfaction dan Loyalty. Sementara itu, terdapat pengaruh positif value terhadap Satisfaction dan terdapat pengaruh positif Satisfaction terhadap Loyalty.Penelitian ini memberikan saran agar dapat dilakukan dengan variabel lain seperti product quality (Larasati dan Suryaputra, 2013), Competitive advantage dan Brand reputation (Tahuman, 2016).

T This study aims to test and analyze service quality, corporate image, trust, value and satisfaction on customer loyalty to BCA bank customer. The numbers of respondents is in accordance to that number 260 respondents.Data collection method uses non-probablity sampling. The test was carried using the Structural Equatiom Model (SEM) method. The results of this study are that there is a positive effect of Service Quality on Corporate Image, Value, Trust and Loyalty. Then, there is a positive effect Corporate Image on Trust, Satisfaction and Loyalty. Trust proven to have a significant on satisfaction and Loyalty. Meanwhile, there is a significant positive influence beetwen value on Satisfaction and there is also a positive effect Satisfaction on Loyalty.This research provides suggestions to be done with other variables such as product quality (Larasati dan Suryaputra, 2013), Competitive advantage and also Brand reputation (Tahuman, 2016).