OSREL stie-mce
Online Search and Retrieval Library
Undergraduate Thesis
PENGARUH KUALITAS PELAYANAN.KEPERCAYAAN DAN KEPUASAN TERHADAP LOYALITAS NASABAH PADA BANK BTN MALANG
| Thesis Detail | |
|---|---|
| Author | RAHMA CITRA MAHARANI |
| Student's ID (NPK) | K.2014.1.33050 (MANAJEMEN) |
| Subject | MANAJEMEN PEMASARAN |
| Keyword | SERVICE QUALITY, TRUST, SATISFACTION, AND CUSTOMER LOYALTY. |
| Page(s) | 85 |
| Submit Date | 26-03-2019 |
| Lecture(s) |
Drs.TAUFIK DJAFRI, MM |
| Download | |
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Abstract
ABSTRACT The level of customer loyalty at Bank BTN Malang is still relatively low, this is due to a lack of quality services to customers, where service quality has a close relationship with customer trust and satisfaction. The purpose of this study is to analyze whether there is a significant effect on service quality, trust and the level of satisfaction with customer loyalty at Bank BTN Malang. The population in this study were 2,362 customers during March. The samples taken in this study were 96 respondents with the “ Purposive Sampling” sampling technique so that the primary data was obtained. This study is classified as quantitative descriptive research, where in this study the questionnaire method was used. Processed using multiple linear regression analysis with f test, t test, and using SPSS17 tools. From the results of the hypothesis test analysis the variables of Service Quality (X1), Trust (X2), and Satisfaction (X3), both simultaneously and partially have a significant positive effect on Customer Loyalty (Y). The results of this study indicate that service quality is related to indicators in providing services to customers.18.118.227.69