Pengaruh Kualitas Pelayanan dan Customer Value Terhadap Kepuasan Nasabah serta Dampaknya pada Loyalitas Nasabah (Studi Kasus Bank Syariah Mandiri)
| Main Author: | Hilda Banser |
|---|---|
| Other Authors: | Ade Suherlan, SE., MM., MBA |
| Format: | bachelorThesis |
| Bahasa: | ind |
| Terbitan: |
Jakarta : Fakultas Ekonomi dan Bisnis UIN Syarif Hidayatullah Jakarta
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| Subjects: | |
| Online Access: |
http://repository.uinjkt.ac.id/dspace/handle/123456789/33466 |
Daftar Isi:
- The purpose of this study to analyze the effect of service quality and customer value on customer satisfaction and its impact on customer loyalty case study at Bank Syariah Mandiri. This study uses purposive sampling of 100 respondents Bank Syariah Mandiri customers who open an account at the Regional Office Jakarta, Bogor, Depok,Tangerang and Bekasi with the age of the account opening minimum of 1 year. This study uses path analysis and Sobel test to determine the effect of intervening variables. The findings of this study indicate that influence service quality on customer satisfaction but has no effect on customer loyalty, customer value while the effect on customer satisfaction and customer loyalty. For the indirect effect produced findings that the quality of service has no effect on customer loyalty through customer satisfaction, customer value while no effect on customer loyalty through satisfaction