PUSPITASARI, TIARA (2020) PENGARUH KUALITAS LAYANAN DAN KEPERCAYAAN PELANGGAN TERHADAP KEPUASAN KONSUMEN DAN DAMPAKNYA PADA LOYALITAS PELANGGAN DI FIFGROUP SIDOARJO 2. Diploma thesis, STIE MAHARDHIKA.
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Abstract
customer satisfaction and its impact on customer loyalty in FIFGroup Sidoarjo 2. This study uses explanatory research design with a comparative causal research design. The population used in this study are people who have been earning and using banking services at FIFGroup Sidoarjo 2. This study used a purposive sampling technique with a sample of 100 people. The method of analysis of this study uses path analysis based on multiple linear regression. The results of this study indicate that: (1) Service quality and trust have a positive and significant effect on customer satisfaction of FIFGroup Sidoarjo 2 with contributions of 70.3% and 69.1%, respectively. (2) Trust, service quality, and satisfaction have positive and significant effects on FIFGroup Sidoarjo 2 with contributions of 38.7%, 14.4%, and 42.6% respectively. (3) Service quality has an indirect and significant effect on loyalty through customer satisfaction FIFGroup Sidoarjo 2 with an indirect effect of 29.9%. While trust has an indirect and not significant effect on loyalty through customer satisfaction FIFGroup Sidoarjo 2.
| Item Type: | Thesis (Diploma) |
|---|---|
| Uncontrolled Keywords: | Service Quality, Trust, Satisfaction, Loyalty |
| Subjects: | Manajemen |
| Divisions: | S1 Manajemen |
| Depositing User: | Unnamed user with email lib.stiemahardhika@gmail.com |
| Date Deposited: | 01 Mar 2020 05:40 |
| Last Modified: | 03 Jan 2023 09:44 |
| URI: | http://repository.stiemahardhika.ac.id/id/eprint/1396 |
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