ASTIAN, MANGGALA PUTRA (2018) PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP KEPUASAN DAN LOYALITAS NASABAH PT BANK PANIN DUBAI SYARIAH CABANG NGAGEL SURABAYA. Diploma thesis, STIE MAHARDHIKA SURABAYA.
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Abstract
The purpose of this research is to prove the effect of quality of Service and product quality directly to customer satisfaction and loyalty of PT Bank Panin Dubai Syariah Ngagel Surabaya branch and indirect influence of quality Service and product quality on customer loyalty through customer satisfaction PT Bank Panin Dubai Syariah Ngagel Surabaya branch. This research uses Quantitative research type, with the customer population of Saving Plan Pas is 1,145 customers. The sampling technique used in this research is purposive sampling technique and Slovin formula obtained by 132 respondents. using Path Analysis data analysis. The results showed that Service Quality directly affects the satisfaction of customer of PT Bank Panin Dubai Syariah Ngagel Surabaya branch. Product Quality is directly and positively affect the satisfaction of customer of PT Bank Panin Dubai Syariah Bank Ngagel Surabaya branch. Customer Satisfaction directly has a significant and positive effect on loyalty to the customer of PT Bank Panin Dubai Syariah Bank Ngagel Surabaya branch. Quality of Service directly has a significant and positive impact on customer loyalty of PT Bank Panin Dubai Syariah Ngagel Surabaya branch. Product Quality directly affects the loyalty of the customers of PT Bank Panin Dubai Syariah Ngagel Surabaya branch. The influence of service quality to customer loyalty of PT Bank Panin Dubai Syariah Ngagel Surabaya branch with satisfaction as intervening variable has direct influence contribution value of 21.4% while indirect contribution of 20.6%. Product quality to customer loyalty savings PT Bank Panin Dubai Syariah Ngagel Surabaya branch with the satisfaction as intervening variable has direct influence contribution value of 19.3% while indirect contribution of 8.7%
| Item Type: | Thesis (Diploma) |
|---|---|
| Uncontrolled Keywords: | Service Quality, Product Quality, Customer Satisfaction, Customer Loyality |
| Subjects: | Manajemen |
| Divisions: | S1 Manajemen |
| Depositing User: | Unnamed user with email lib.stiemahardhika@gmail.com |
| Date Deposited: | 23 Oct 2018 03:12 |
| Last Modified: | 13 Dec 2022 09:33 |
| URI: | http://repository.stiemahardhika.ac.id/id/eprint/120 |
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