Pengaruh service quality terhadap customer loyalty melalui customer satisfaction (dalam konteks m-Banking)
Info Katalog
File Repositori
Nomor Panggil : 2017_TA_MJ_022125006
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2017
Pembimbing 1 : Sri Vandayuli Riorini
Subyek : E-banking service quality;Marketing management
Kata Kunci : customer satisfaction, customer loyalty.
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
|---|---|---|---|
| 1. | 2017_TA_MJ_022125006_Halaman-judul-.pdf | 19 | |
| 2. | 2017_TA_MJ_022125006_Bab-1.pdf | 9 | |
| 3. | 2017_TA_MJ_022125006_Bab-2.pdf |
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| 4. | 2017_TA_MJ_022125006_Bab-3.pdf |
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| 5. | 2017_TA_MJ_022125006_Bab-4.pdf |
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| 6. | 2017_TA_MJ_022125006_Bab-5.pdf |
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| 7. | 2017_TA_MJ_022125006_Daftar-Pustaka.pdf | 7 | |
| 8. | 2017_TA_MJ_022125006_Lampiran.pdf |
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P enelitian ini bertujuan untuk menguji dan menganalisis pengaruh Service Quality terhadap Customer Loyalty melalui Customer Satisfaction dalam konteks m-banking. Sampel yang digunakan dalam penelitian ini berjumlah 187 responden dan dikumpulkan dengan metode purposive sampling. Pengujian dilakukan dengan metode Structural Equation Model (SEM). Hasil dari penelitian ini adalah (1) Service Quality berpengaruh positif terhadap Customer Satisfaction, (2) Customer Satisfaction berpengaruh positif terhadap Customer Loyalty, (3) Service Quality berpengaruh positif terhadap Customer Loyalty melalui Customer Satisfaction
T his study aims to test and analyze the influence of Service Quality on Customer Loyalty through Customer Satisfaction in the context of m-banking. The sample used in this study amounted to 187 respondents and collected by purposive sampling method. The test is done by Structural Equation Model (SEM) method. The result of this research is (1) Service Quality have positive effect to Customer Satisfaction, (2) Customer Satisfaction have positive effect to Customer Loyalty, (3) Service Quality positively influence to Customer Loyalty through Customer Satisfaction
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