SARI, DEWI RATNA (2020) PENGARUH KEBIJAKAN PROMOSI DAN KUALITAS LAYANAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BTPN SYARIAH SURABAYA. Diploma thesis, STIE MAHARDHIKA SURABAYA.
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Abstract
This study discusses the analysis of the influence of organizational culture and individual characteristics on performance with job satisfaction and its impact on the performance of employees of BTPN Surabaya Branch. This research uses explanatory research design with a comparative causal research design. banking services at BTPN Surabaya Branch domiciled in Surabaya. This research used 97 purposive sampling techniques. The method of analysis of this study uses path analysis based on multiple linear regression. The results of this study indicate that: (1) Promotion policy and service quality have a positive and significant effect on customer satisfaction of BTPN Syariah Surabaya with 35.7% and 16.4% contributions respectively. (2) Promotion policy, service quality, and satisfaction have positive and significant effect on BTPN Syariah Surabaya with 72%, 44.1% and 36.2% contributions respectively. (3) Promotion policy has an indirect and insignificant effect on loyalty through customer satisfaction. BTPN Syariah Surabaya. While the quality of service has an indirect and significant effect on loyalty through customer satisfaction BTPN Syariah Surabaya with an indirect effect of 13.4%.
| Item Type: | Thesis (Diploma) |
|---|---|
| Uncontrolled Keywords: | Promotion Policy, Service Quality, Satisfaction, Loyalty |
| Subjects: | Manajemen |
| Divisions: | S1 Manajemen |
| Depositing User: | Unnamed user with email lib.stiemahardhika@gmail.com |
| Date Deposited: | 08 Apr 2020 22:31 |
| Last Modified: | 10 Jan 2023 07:10 |
| URI: | http://repository.stiemahardhika.ac.id/id/eprint/1523 |
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