Aditya S, Beni (2019) PENGARUH KUALITAS PELAYANAN, CITRA PERUSAHAAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH (Studi Kasus pada KCP Bank Mandiri Mitra Usaha Tambun). Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia (STEI) Jakarta.
![[img]](http://repository.stei.ac.id/style/images/fileicons/text.png) |
Text (COVER + ABSTRAK)
COVER.pdf Available under License Creative Commons Attribution Non-commercial. Download (1MB) |
|
Text (BAB 1)
BAB 1.pdf Available under License Creative Commons Attribution Non-commercial. Download (23kB) |
|
Text (BAB 2)
BAB 2.pdf Available under License Creative Commons Attribution Non-commercial. Download (153kB) |
|
Text (BAB 3)
BAB 3.pdf Available under License Creative Commons Attribution Non-commercial. Download (218kB) |
|
Text (BAB 4)
BAB 4.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial. Download (381kB) |
|
Text (BAB 5)
BAB 5.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial. Download (90kB) |
Abstract
ABSTRAK Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan dan citra perusahaan terhadap loyalitas nasabah yang di mediasi oleh kepuasan nasabah pada KCP Bank Mandiri Mitra Usaha Tambun. Penelitian ini merupakan penelitian kuantitatif. Populasi dalam penelitian ini adalah seluruh nasabah KCP Bank Mandiri, adapun polulasi sasarannya yaitu KCP Bank Mandiri Mitra Usaha Tambun. Sampel dalam penelitian ini sebanyak 100 responden dengan metode accidental sampling. Teknik analisis data yang digunakan yaitu dengan metode partial least square (PLS) dengan software smart PLS V 3.0 yang dilakukan dengan tiga tahap yaitu: analisa Outer Model , analisa Inner Model dan Pengujian Hipotesis. Hasil penelitian menunjukkan bahwa, variabel citra perusahaan berpengaruh positif dan signifikan terhadap kepuasan nasabah. Variabel citra perusahaan berpengaruh positif dan tidak signifikan terhadap loyalitas nasabah. Variabel kepuasan nasabah berpengaruh positif dan signifikan terhadap loyalitas nasabah. Variabel kualitas pelayanan berpengaruh positif dan tidak signifikan terhadap kepuasan nasabah. Variabel kualitas pelayanan berpengaruh positif dan signifikan terhadap loyalitas nasabah. Variabel citra perusahaan berpengaruh positif dan tidak signifikan terhadap loyalitas nasabah melalui kepuasan nasabah. Variabel kualitas pelayanan berpengaruh positif dan tidak signifikan terhadap loyalitas nasabah melalui kepuasan nasabah pada KCP Bank Mandiri Mitra Usaha Tambun. Koefisien determinasi dari kepuasan nasabah sebesar 0,532 dan untuk loyalitas nasabah sebesar 0,667. Kata Kunci : Kualitas pelayanan, citra perusahaan, kepuasan dan loyalitas nasabah ABSTRACK This study aims to determine the effect of service quality and corporate image on customer loyalty mediated by customer satisfaction at KCP Bank Mandiri Tambun Business Partner. This research is a quantitative research. The population in this study is all KCP Bank Mandiri customers, while the target poll is the KCP Bank Mandiri Tambun Business Partners. The sample in this study were 100 respondents with accidental sampling method. The data analysis technique used is partial least square (PLS) method with smart PLS V 3.0 software which is carried out in three stages, namely: Outer Model analysis, Inner Model analysis and Hypothesis Testing The results showed that the variable corporate image had a positive and significant effect on customer satisfaction. The corporate image variable has a positive and not significant effect on customer loyalty. The customer satisfaction variable has a positive and significant effect on customer loyalty. Service quality variable has a positive and not significant effect on customer satisfaction. Service quality variable has a positive and significant effect on customer loyalty. The corporate image variable has a positive and not significant effect on customer loyalty through customer satisfaction. Service quality variable has a positive and not significant effect on customer loyalty through customer satisfaction at KCP Bank Mandiri Tambun Business Partner. The coefficient of determination of customer satisfaction is 0.532 and for customer loyalty is 0.66. Keywords: Service quality, company image, customer satisfaction and loyalty
| Item Type: | Thesis (Skripsi) | ||||||||
|---|---|---|---|---|---|---|---|---|---|
| Contributors: |
|
||||||||
| Subjects: | Manajemen > Manajemen Pemasaran | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | Ridho Adi Nugroho | ||||||||
| Date Deposited: | 06 Jan 2022 03:06 | ||||||||
| Last Modified: | 06 Jan 2022 03:06 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/6673 |
Actions (login required)
 |
View Item |
