DETAIL KOLEKSI

Antesenden dari loyalitas nasabah penggunan mobile banking


Oleh : Nabilah Aziz

Info Katalog

Nomor Panggil : 2015_TA_MJ_022110039

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2015

Pembimbing 1 : Ganawati

Subyek : Customer loyalty;Marketing management

Kata Kunci : customer loyalty, customer satisfaction, customer service, customer trust


File Repositori
No. Nama File Ukuran (KB) Status
1. 2015_TA_MJ_022110039---Halaman-Judul.pdf 1638.81
2. 2015_TA_MJ_022110039--Bab-1.pdf 1436.37
3. 2015_TA_MJ_022110039--Bab-2.pdf 1585.69
4. 2015_TA_MJ_022110039--Bab-3.pdf 1946.91
5. 2015_TA_MJ_022110039--Bab-4.pdf 1765.73
6. 2015_TA_MJ_022110039--Bab-5.pdf 1419.15
7. 2015_TA_MJ_022110039--Daftar-Pustaka.pdf 1461.09
8. 2015_TA_MJ_022110039--Lampiran.pdf 3075.35

P Penelitian ini bertujuan untuk menganalisis anteseden dari loyalitas nasabahpengguna mobile banking. Jumlah sampel yang diambil dalam penelitian ini adalah 125 responden dengan teknik pengambilan sampel adalah purposive sampling.Kriteria dalam pengisian kuesioner adalah pengguna mobile banking bank BCAminimal penggunaan selama 6 bulan terakhir. Hasil empiris penelitian inimenggunakan program Statistical Package for the Social Science (SPSS) denganmetode analisis structural equation model (SEM). Hasil penelitian menunjukkanbahwa usability dan customer service berpengaruh positif terhadap customersatisfaction, usability berpengaruh positif terhadap customer service, customerservice dan usability berpengaruh positif terhadap customer trust, customersatisfaction dan customer trust berpengaruh positif terhadap customer loyalty. Untuk penelitian selanjutnya diharapkan untuk melakukan penelitian pada bank lainnya yang sudah mempunyai layanan mobile banking dengan wilayah penelitian yang lebih luas.

T This research aims to analyze the antecedent of the customer loyalty of users ofmobile banking. The number of samples taken in this reseacrh is 125 respondentswith technical purposive sampling. Criteria in filling the questionnaire is BCAmobile banking users minimal usage over the last 6 months. The results of thisresearch program using empirical Statistical Package for the Social Science (SPSS) and structural equation model analysis method (SEM). Usability has a positive influence on customer satisfaction, customer service has a positive influence on customer satisfaction, usability has a positive influence on customer service, customer service has a positive influence on customer trust, usability has a positive influence on customer trust, customer satisfaction has a positive influence on customer loyalty, customer trust has a positive influence on customer loyalty.For further research are expected to conduct research on other banks already havemobile banking services with a wider research area.

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