Analisis Pengaruh Variabel Kualitas Layanan Terhadap Variabel Loyalitas, Dimediasi Oleh Variabel Kepuasan Pada Nasabah Pt. Bank Pembangunan Daerah Jawa Timur Tbk Cabang Trenggalek

Kristanto, Wahyu Dhian (2023) Analisis Pengaruh Variabel Kualitas Layanan Terhadap Variabel Loyalitas, Dimediasi Oleh Variabel Kepuasan Pada Nasabah Pt. Bank Pembangunan Daerah Jawa Timur Tbk Cabang Trenggalek. Thesis thesis, Universitas Kadiri.

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Abstract

The purpose of this study was to obtain the results of the impact of direct influence on service quality on loyalty and satisfaction, the direct effect of satisfaction on loyalty at PT Bank Jatim Trenggalek Branch. Quantitative research method is the method used in this research. This study used a sample of 100 respondents. Sampling using convencience simple random sampling, namely taking sample members from a population that is done randomly. The software used in this research is SmartPLS and three stages of Outer Model, Inner Model and hypothesis testing are carried out. From the results of this test, it is found that service quality has a direct effect on customer loyalty and satisfaction, and satisfaction has a direct effect on customer loyalty. Keywords: Service quality, customer loyalty, satisfaction.

Item Type:	Thesis (Thesis)
Subjects:	H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Fakultas Ekonomi > Prodi Manajemen S2
Depositing User:	NR Nurul Huda
Date Deposited:	16 Nov 2024 02:55
Last Modified:	16 Nov 2024 02:55
URI:	http://repository.unik-kediri.ac.id/id/eprint/699

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