“Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Melalui Word Of Mouth (Studi Kasus Pada Nasabah Bank Central Asia Cabang Kota Blitar”
| Main Author: | Karina, Swida Ilham |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | eng |
| Terbitan: |
, 2019
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| Subjects: | |
| Online Access: |
http://eprints.umm.ac.id/52962/1/NASKAH.pdf http://eprints.umm.ac.id/52962/ |
Daftar Isi:
- The purpose of this study is 1) Analyzing service quality, customer satisfaction, word of mouth for customers of Bank Central Asia Blitar City Branch 2) Analyzing service quality influences word of mouth for customers of Bank Central Asia Branch of Blitar City. 3) Analyzing service quality influences satisfaction at customers of Bank Central Asia Blitar City Branch 4) Analyzing customer satisfaction affects word of mouth for customers of Bank Central Asia Blitar City Branch 5) Analyzing service quality influences word of mouth through customer satisfaction at Central Bank Asia Branch of Blitar City. The type of research used is Explanatory Research, with a total sample of 100 respondents. Data analysis techniques used in this study are path analysis. The analysis results can be seen that the quality of service is in good category, customer satisfaction of Bank Central Asia Blitar City Branch is high and Word of mouth is in good category. Service quality influences word of mouth for customers of Bank Central Asia Branch of Blitar City. Service quality influences satisfaction with customers of Bank Central Asia Branch of Blitar City. Service quality influences word of mouth through customer satisfaction at Bank Central Asia Branch of Blitar City.