Rury Febria Alber
Info Katalog
File Repositori
Nomor Panggil : 2017_TA_MJ_022132048
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2017
Pembimbing 1 : Robert Kristaung
Subyek : Customer satisfaction;Marketing management
Kata Kunci : service quality, customer satisfaction, trust, loyalty, internet banking
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
|---|---|---|---|
| 1. | 2017_TA_MJ_022132048_Halaman-Judul.pdf | ||
| 2. | 2017_TA_MJ_022132048_Bab-1.pdf | ||
| 3. | 2017_TA_MJ_022132048_Bab-2.pdf |
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| 4. | 2017_TA_MJ_022132048_Bab-3.pdf |
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| 5. | 2017_TA_MJ_022132048_Bab-4.pdf |
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| 6. | 2017_TA_MJ_022132048_Bab-5.pdf |
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| 7. | 2017_TA_MJ_022132048_Daftar-Pustaka.pdf | ||
| 8. | 2017_TA_MJ_022132048_Lampiran.pdf |
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T ujuan penelitian ini adalah untuk menguji dan menganalisa secara empiris pengaruh service quality, customer satisfaction, dan trust terhadap loyalty pengguna internet banking Peneliti menggunakan 280 responden sebagai sampel dalam penelitian dimana peneliti menggunakan teknik purposif sampling. Metode statistik yang digunakan untuk menguji hipotesis adalah regresi linear sederhana dan model persamaan struktural dengan Partial Least Square (PLS). Hasil penelitian ini menunjukkan bahwa kualitas layanan, kepuasan konsumen, dan kepercayaan mempengaruhi kesetiaan nasabah pengguna internet banking BCA. Berdasarkan hasil penelitian yang telah dilakukan, terdapat beberapa implikasi manajerial, yaitu : (1) Tampilan pada internet banking dibuat menjadi lebih mudah dipahami, (2) Melakukan inovasi pada layanan internet banking (3) Meningkatkan sistem keamanan pada internet banking (4) Biaya untul transaksi internet banking menjadi lebih murah
T he purpose of this research is to test and analyze empirically the influence of service quality, customer satisfaction, and trust to loyalty of Internet Banking users.Researcher choose 280 respondents as the sample of this research, using purposivesampling. The statistical methods used to test the hypothesis are simple linear regression and Structural Equation Model with Partial Least Square (PLS).The result of this research shows that service quality,customer satisfaction, and trust affected loyalty of internet banking users.Based on the results of research that has been done, there are some managerial implications, is: (1) Display on internet banking made easier to understand, (2) Innovate the Services provided by Internet Banking(3) Improve security system on Internet Banking (4) Transactions using internet banking become cheaper.
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Info Koleksi Skripsi
Universitas
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- FTI (3223)
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- FSRD (758)