Anteseden dari trust, satisfaction, dan reputation pada Bank

DETAIL KOLEKSI

Anteseden dari trust, satisfaction, dan reputation pada Bank

Oleh : Yashinta Andriyani Putri

Info Katalog

Nomor Panggil : 2018_TA_MJ_022131117

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2018

Pembimbing 1 : Ganawati

Subyek : Bank reputation;Marketing management

Kata Kunci : bank reputation, customer satisfaction, convenience, empathy, internet banking, perceived overall se

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.
1.	2018_TA_MJ_022131117_Halaman-Judul.pdf	18
2.	2018_TA_MJ_022131117_Bab-1.pdf	9
3.	2018_TA_MJ_022131117_Bab-2.pdf
4.	2018_TA_MJ_022131117_Bab-3.pdf
5.	2018_TA_MJ_022131117_Bab-4.pdf
6.	2018_TA_MJ_022131117_Bab-5.pdf
7.	2018_TA_MJ_022131117_Daftar-Pustaka.pdf	6
8.	2018_TA_MJ_022131117_Lampiran.pdf

Abstrak
Abstract

P Penelitian ini bertujuan untuk meneliti pengaruh dari Tangible, Empathy, Reliability & Security, Convenience, Internet Banking, Perceived Overall Service Quality, Trust, Customer Satisfaction, Bank Reputation. Data yang digunakan dalam penelitian ini adalah data primer. Data dikumpulkan langsung melalui penyebaran kuesioner pada 291 responden. Metode pengambilan sampel yang digunakan dalam penelitian ini adalah dengan menggunakan metode non probability sampling, yaitu dengan teknik purposive sampling. Uji instrument data menggunakan uji hipotesis dan uji reliabilitas.Alat analisis yang digunakan dalam penelitian ini adalah menggunakan Structural Equation Model (SEM) dengan bantuan software AMOS. Hasil analisis menunjukan bahwa tangible berpengaruh positif terhadap perceived overall service quality, empathy tidak berpengaruh positif terhadap perceived overall service quality, reliability & security tidak berpengaruh positif terhadap perceived overall service quality, convenience berpengaruh positif terhadap perceived overall service quality, internet banking berpengaruh positif terhadap perceived overall service quality, dan terdapat pengaruh positif antara perceived overall service quality dengan trust, terdapat pengaruh positif antara perceived overall service quality dengan customer satisfaction, dan perceived overall service quality berpengaruh positif terhadap bank reputation.

T This research aims to examine the influence of Tangible, Empathy, Reliability, Convenience, Security & Internet Banking, Perceived Overall Service Quality, Trust, Customer Satisfaction, the Bank's Reputation. The data used in this research is the primary data. The data are collected directly through the dissemination of a questionnaire on 291 respondents. Sampling method used in this research is to use methods of non probability sampling, purposive sampling technique that is with. Test instrument data using test hypotheses and test reliability.Analytical tools used in this research is to use Structural Equation Models (SEM) with the help of software AMOS. The results of the analysis show that tangible positive effect against the perceived overall service quality, empathy is not a positive effect against the perceived overall service quality, reliability & security has no effect against the perceived positive overall service quality, convenience of influential positive against the perceived overall service quality, internet banking perceived positive effect against the overall service quality, and there is a positive influence between the perceived overall service quality with a trust, there is a positive influence between the perceived overall service quality with customer satisfaction, and overall service quality perceived positive effect against the bank's reputation.