ANALISIS PENGARUH KUALITAS LAYANAN DAN PERSEPSI MANFAAT TERHADAP KEPUASAN NASABAH DAN PENGARUHNYA TERHADAP LOYALITAS (Studi Kasus Pada Nasabah Bank BRI Cabang Blora)

HARDI, Hardi and Wahyudi, Sugeng and DJASTUTI, Indi (2016) ANALISIS PENGARUH KUALITAS LAYANAN DAN PERSEPSI MANFAAT TERHADAP KEPUASAN NASABAH DAN PENGARUHNYA TERHADAP LOYALITAS (Studi Kasus Pada Nasabah Bank BRI Cabang Blora). Masters thesis, Diponegoro University.

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Abstract

The purpose of this research is to test the influences service quality and perceived usefulness on customer satisfaction and its impact on customer loyalty. The research problem is how to increase customer loyalty through service quality and brand perception mediated customer satisfaction. The samples size of this research is 103customers Bank BRI Blora branches.. Structural Equation Modeling (SEM) was run by AMOS software was used to analyze the data, analysis showed that the perception of service quality and benefits significantly influence customer satisfaction in improving customer loyalty. The empirical findings indicate that the effect of service quality on customer satisfaction value CR 3,606 > 1,96 and P 0,000 < 0,05; perception of the benefits of an effect on customer satisfaction CR 22,393 > 1,96 and P 0,017 < 0,05; the quality of service has no direct influence on customer loyalty CR -0,252 < 1,96 and P 0,801 > 0,05; perceptions of benefits has no direct influence on customer loyalty nilai CR 0.116 < 1,96 and P 0,907 > 0,05 and customer satisfaction impact on customer loyalty CR 3,105 > 1,96 and P 0,002 < 0,05.

Item Type:Thesis (Masters)
Subjects:H Social Sciences > HF Commerce
Divisions:School of Postgraduate (mixed) > Master Program in Management
ID Code:50105
Deposited By:Mr Endhar Priyo Utomo
Deposited On:03 Oct 2016 07:41
Last Modified:03 Oct 2016 07:41

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