Anteseden dan konsekuensi dari perceived overall service quality

DETAIL KOLEKSI

Anteseden dan konsekuensi dari perceived overall service quality

Oleh : Putri Puspa Dewi

Info Katalog

Nomor Panggil : 2019_TA_MJ_022141018

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2019

Pembimbing 1 : Luki Adiati Pratomo

Subyek : Bank reputation;Marketing management

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

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.	Link
1.	2019_TA_MJ_022141018_Halaman-Judul.pdf
2.	2019_TA_MJ_022141018_Bab-1.pdf
3.	2019_TA_MJ_022141018_Bab-2.pdf
4.	2019_TA_MJ_022141018_Bab-3.pdf
5.	2019_TA_MJ_022141018_Bab-4.pdf
6.	2019_TA_MJ_022141018_Bab-5.pdf
7.	2019_TA_MJ_022141018_Daftar-Pustaka.pdf
8.	2019_TA_MJ_022141018_Lampiran.pdf

Abstrak
Abstract

P Peneliatian ini menguji pengaruh dari Tangibility, Empathy, Reliability andSecurity, Convenience, Internet Banking, terhadap Perceived Overall ServiceQuality. Serta Perceived Overall Service Quality terhadap Trust, CustomerSatisfaction, Bank Reputation. Sampel yang digunakan adalah sebanyak 290konsumen yang menunjungi bank selama 6 bualan terakhir. Metode yang digunakanadalah adalah metode non-probability sampling dengan menggunakan alat AnalisaStructural Equation Modeling. Hasil penelitian ini menunjukan bahwa Emphaty,Reliability and Security, Internet Banking memiliki pengaruh positif terhadapPerceived Overall Service Quality sedangkan Tangible, Convenience tidak memilikipengaruh positif terhadap Perceived Overall Service Quality serta Perceived OverallService Quality terdapat pengaruh positif dengan Trust, Customer Satisfaction, danBank Reputation.

T This study examines the influence of Tangibility, Empathy, Reliability andSecurity, Convenience, Internet Banking To Perceived Overall Service Quality. andPerceived Overall Service Quality To Trust, Customer Satisfaction, BankReputation. The sample Sample used are 290 consumers who visited bank for thepast 6 months. The method used is non-probability sampling method using StructuralEquation Modeling Analysis tool. The result of this study indicate that Empathy,Reliability and Security, Internet Banking has positive effect on Perceived OverallService Quality while Tangible, Convenience has no positive effect on PerceivedOverall Service Quality and Perceived Overall Service Quality has positive effect onTrust, Customer Satisfaction, and Bank Reputation.