PUSPITASARI, ARDINA (2019) PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH MELALUI KEPUASAN SEBAGAI VARIABEL INTERVENING PADA BANK CENTRAL ASIA KANTOR CABANG PEMBANTU MOJOSARI. Diploma thesis, STIE MAHARDHIKA SURABAYA.
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This study aims to determine and analyze the direct effect of service quality and customer satisfaction on customer loyalty and the indirect effect of Service Quality on Customer Loyalty Through Intervening Variable Satisfaction at Central Bank of Asia Mojosari Sub-Branch Office. This study uses a type of quantitative research, with a population all of customers of Bank Central Asia Sub-Branch Office Mojosari using purposive sampling technique with the criteria of customers who have more than one type of savings, then obtained a sample of 100 respondents. using path analysis techniques with the help of SPSS software. The results showed that Service Quality had a significant and positive effect on Customer Satisfaction. Customer Satisfaction has a significant and positive effect on Customer Loyalty. Service Quality has a significant and positive effect on Customer Loyalty. Service Quality has a significant effect on Customer Loyalty through Customer satisfaction Sub-Branch Office Bank Central Asia Mojosari, with direct calculation without using intervening variables Customer Satisfaction results are better than using intervening variables with a contribution of 38.4%. Keywords: Service Quality, Customer Satisfaction and Customer Loyalty
| Item Type: | Thesis (Diploma) |
|---|---|
| Uncontrolled Keywords: | Service Quality, Customer Satisfaction and Customer Loyalty |
| Subjects: | Manajemen |
| Divisions: | S1 Manajemen |
| Depositing User: | Unnamed user with email lib.stiemahardhika@gmail.com |
| Date Deposited: | 04 Dec 2019 10:11 |
| Last Modified: | 14 Dec 2022 08:47 |
| URI: | http://repository.stiemahardhika.ac.id/id/eprint/1244 |
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