Anteseden customer loyalty bank konvensional
Info Katalog
File Repositori
Nomor Panggil : 022001908001
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2021
Pembimbing 1 : Sri Vandayuli Riorini
Subyek : Customer satisfaction - Marketing;Banks and Banking - Marketing
Kata Kunci : dimensions service quality, customer satisfaction, customer loyalty.
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
|---|---|---|---|
| 1. | 2021_TA_SMJ_022001908001_Halaman-Judul.pdf | ||
| 2. | 2021_TA_SMJ_022001908001_Lembar-Pengesahan.pdf | ||
| 3. | 2021_TA_SMJ_022001908001_Bab-1-Pendahuluan.pdf | ||
| 4. | 2021_TA_SMJ_022001908001_Bab-2-Tinjauan-Pustaka.pdf |
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| 5. | 2021_TA_SMJ_022001908001_Bab-3-Metodologi-Penelitian.pdf |
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| 6. | 2021_TA_SMJ_022001908001_Bab-4_Analisis-dan-Pembahasan.pdf |
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| 7. | 2021_TA_SMJ_022001908001_Bab-5_Kesimpulan.pdf |
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| 8. | 2021_TA_SMJ_022001908001_Daftar-Pustaka.pdf | ||
| 9. | 2021_TA_SMJ_022001908001_Lampiran.pdf |
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P enelitian ini bertujuan untuk menguji dan menganalisis pengaruh servicequality, Customer satisfaction terhadap Customer loyalty pelanggan BankKonvensional. Melakukan penyebaran kuesioner kepada 194 Responden sebagaisample. Dalam penelitian ini metode pengambilan sample menggunakan nonprobabilitysampling, menggunakan teknik purposive sampling. Metode analisis datayang digunakan adalah structural equation modeling (SEM) dan software AMOS22.Hasil menampilkan (1) Variabel Tangible, Reliability, Responsivness tidak terdapatpengaruh terhadap Customer satisfaction dan tidak didukung (2) Variabel empathy,assurance, terdapat pengaruh terhadap Customer satisfaction (3) variabel customersatisfaction terdapat pengaruh dengan customer loyalty. Saran (1) Penelitiselanjutnya dapat menggunakan objek lebih dari satu dan melibatkan responden tidakhanya wilayah jakarta (2) Peneliti selanjutnya dapat langsung menyebarkankuesioner kepada responden agar mengetahui kondisi responden.
T his study aims to examine and analyze the effect of service quality, customersatisfaction on customer loyalty of conventional bank customers. Distributingquestionnaires to 194 respondents as a sample. In this study, the sampling methodused non-probability sampling, using purposive sampling technique. The dataanalysis methods used are structural equation modeling (SEM) and AMOS22software. The results show (1) Tangible, Reliability, Responsivness variables have noeffect on Customer satisfaction and are not supported (2) Empathy, assurance, havean influence on Customer satisfaction (3) Customer satisfaction variables have aninfluence on customer loyalty. Suggestions (1) Further researchers can use morethan one object and involve respondents not only in the Jakarta area (2) Furtherresearchers can directly distribute questionnaires to respondents to find out therespondent's condition
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