DETAIL KOLEKSI

Antecedents customer loyalty


Oleh : Ayudia Agustina

Info Katalog

Nomor Panggil : 2016_TA_MJ_022122025

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2016

Pembimbing 1 : Ganawati

Subyek : Customer satisfaction;The antecedents - customer loyalty.

Kata Kunci : service quality, perceived value, online banking.


File Repositori
No. Nama File Ukuran (KB) Status
1. 2016_TA_MJ_022122025-Halaman-Judul.pdf 748.45
2. 2016_TA_MJ_022122025--Bab-1.pdf 654.15
3. 2016_TA_MJ_022122025--Bab-2.pdf 948.25
4. 2016_TA_MJ_022122025--Bab-3.pdf 987.67
5. 2016_TA_MJ_022122025--Bab-4.pdf 716.11
6. 2016_TA_MJ_022122025--Bab-5.pdf 647.57
7. 2016_TA_MJ_022122025--Daftar-Pustaka.pdf 656.83
8. 2016_TA_MJ_022122025--Lampiran.pdf 1389.88

P Penelitian ini bertujuan untuk menguji dan menganalisis antecedents customer loyalty. Sampel yang digunakan dalam penelitian ini berjumlah 160 responden dengan menggunakan metode penarikan sampel purposive sampling. Pengujian hipotesis penelitian dilakukan dengan metode Structural Equation Model (SEM). Hasil penelitian ini menyatakan: (1) Terdapat pengaruh positif dimensi service quality (tangibility, empathy, reliability and security, convenience, online banking, price) terhadap perceived value, (2) Terdapat pengaruh positif perceived value terhadap customer satisfaction, dan (3) Terdapat pengaruh positif customer satisfaction terhadap customer loyalty.

T This study aims to examine and analyze the antecedents of customer loyalty. The sample used in this research consisted of 160 respondents using purposive sampling method sampling. Research hypothesis testing was conducted using Structural Equation Model (SEM). The results of this study states: (1) There is a positive influence on the dimensions of service quality (tangibility, empathy, reliability and security, convenience, online banking, price) on perceived value, (2) There is a positive influence perceived value to customer satisfaction, and (3) There is a positive effect on customer loyalty customer satisfaction.

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