IRASARI, RIRIS PUJI (2020) PENGARUH WORD OF MOUTH, KUALITAS LAYANAN DAN KEPUASAN TERHADAP LOYALITAS NASABAH DI BANK MANDIRI CABANG SEPANJANG SIDOARJO. Diploma thesis, STIE MAHARDHIKA SURABAYA.
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Abstract
This study aims to determine the effect of word of mouth (WOM), servicequality and customer satisfaction on customer loyalty in Bank Mandiri Branch AlongSidoarjo. This research was conducted using a quantitative approach that isresearch that focuses on testing hypotheses with statistical method analysis toolsand generating conclusions that can be generalized. The population used in thisstudy were all customers at Bank Mandiri Branch Along Sidoarjo. The samplingtechnique used is the non probability sampling technique precisely accidentalsampling, which is a sample selection technique based on coincidence, that is, allmembers of the population who accidentally meet with researchers can be sampledin research. The sample used in this study was 75 respondents. The test equipmentused was multiple linear regression analysis techniques with the help of SPSS 17.0software. From the results of the research that has been done it can be concludedthat,the results of the validity test are valid, the reliability test is reliable. Multiplelinear regression analysis obtained modeling that Y = 0.587 + 0.294 X1 + 0.463 X2+ 0.761 X3. From the F Test results obtained that Word Of Mouth X1, ServiceQuality X2and Customer Satisfaction X3 simultaneously affect the CustomerLoyalty Y at Bank Mandiri Branch Along Sidoarjo. From the t test results it can beseen that Word of Mouth X1, Service Quality X2 and Customer Satisfaction X3 havea partial effect on Customer Loyalty at Bank Mandiri Branch Throughout Sidoarjo
| Item Type: | Thesis (Diploma) |
|---|---|
| Uncontrolled Keywords: | Word Of Mouth, Service Quality, Satisfaction, Loyalty |
| Subjects: | Manajemen |
| Divisions: | S1 Manajemen |
| Depositing User: | Unnamed user with email lib.stiemahardhika@gmail.com |
| Date Deposited: | 07 Oct 2020 05:00 |
| Last Modified: | 10 Jan 2023 09:18 |
| URI: | http://repository.stiemahardhika.ac.id/id/eprint/1605 |
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