DETAIL KOLEKSI

Pengaruh service quality terhadap customer loyalty melalui customer satisfaction (dalam konteks m-Banking)


Oleh : Tomy Trisno Hanurata

Info Katalog

Nomor Panggil : 2017_TA_MJ_022125006

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2017

Pembimbing 1 : Sri Vandayuli Riorini

Subyek : E-banking service quality;Marketing management

Kata Kunci : customer satisfaction, customer loyalty.


File Repositori
No. Nama File Ukuran (KB) Status
1. 2017_TA_MJ_022125006_Halaman-judul-.pdf 884.38
2. 2017_TA_MJ_022125006_Bab-1.pdf 689.58
3. 2017_TA_MJ_022125006_Bab-2.pdf 907.87
4. 2017_TA_MJ_022125006_Bab-3.pdf 1149.7
5. 2017_TA_MJ_022125006_Bab-4.pdf 869.97
6. 2017_TA_MJ_022125006_Bab-5.pdf 514.89
7. 2017_TA_MJ_022125006_Daftar-Pustaka.pdf 659.31
8. 2017_TA_MJ_022125006_Lampiran.pdf 659.27

P Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh Service Quality terhadap Customer Loyalty melalui Customer Satisfaction dalam konteks m-banking. Sampel yang digunakan dalam penelitian ini berjumlah 187 responden dan dikumpulkan dengan metode purposive sampling. Pengujian dilakukan dengan metode Structural Equation Model (SEM). Hasil dari penelitian ini adalah (1) Service Quality berpengaruh positif terhadap Customer Satisfaction, (2) Customer Satisfaction berpengaruh positif terhadap Customer Loyalty, (3) Service Quality berpengaruh positif terhadap Customer Loyalty melalui Customer Satisfaction

T This study aims to test and analyze the influence of Service Quality on Customer Loyalty through Customer Satisfaction in the context of m-banking. The sample used in this study amounted to 187 respondents and collected by purposive sampling method. The test is done by Structural Equation Model (SEM) method. The result of this research is (1) Service Quality have positive effect to Customer Satisfaction, (2) Customer Satisfaction have positive effect to Customer Loyalty, (3) Service Quality positively influence to Customer Loyalty through Customer Satisfaction

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