ANALISIS PENGARUH NILAI PELANGGAN, KUALITAS PELAYANAN, DAN KEDEKATAN EMOSIONAL TERHADAP LOYALITAS NASABAH (STUDI KASUS PADA BANK MEGA KCP TANJUNG PRIOK JAKARTA)

Andriansyah, Muhammad Dzikrialfan (2022) ANALISIS PENGARUH NILAI PELANGGAN, KUALITAS PELAYANAN, DAN KEDEKATAN EMOSIONAL TERHADAP LOYALITAS NASABAH (STUDI KASUS PADA BANK MEGA KCP TANJUNG PRIOK JAKARTA). Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta.

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Abstract

Bank merupakan suatu badan ekonomi yang menyediakan dana kepada masyarakat dalam bentuk Kumpulkan tabungan dan menyalurkannya kepada masyarakat dalam bentuk pinjaman atau bentuk lain dalam rangka meningkatkan taraf hidup penduduk secara keseluruhan. penelitian ini bertujuan untuk Mengetahui bagaimana pengaruh nilai pelanggan, kualitas pelayanan, kedekatan emosional terhadap loyalitas nasabah pada Bank Mega KCP Tanjung Priok Jakarta Penelitian ini menggunakan penelitian asosiatif dengan pendekatan survei yang diukur dengan menggunakan metoda berbasis Koefisien Determinasi dengan SPSS 25.0 Sampel ditentukan berdasarkan metoda simple random sampling dengan jumlah sampel sebanyak 100 nasabah yang terdaftar. Data yang digunakan dalam penelitian ini berupa data primer. Metoda pengumpulan data dengan menggunakan kuesioner yang disebar kepada nasabah Bank Mega KCP Tanjung Priok. Hasil penelitian membuktikan bahwa (1) nilai pelanggan berpengaruh positif namun tidak signifikan terhadap loyalitas nasabah, (2) kualitas pelayanan berpengaruh positif dan signifikan terhadaployalitas nasabah, (3) kedekatan emosional berpengaruh positif dan signifikan terhadaployalitas nasabah. Bank is an economic entity that provides funds to the public in the form of collecting savings and distributing them to the public in the form of loans or other forms in order to improve the standard of living of the population as a whole. This study aims to determine how the influence of customer value, service quality, emotional closeness on customer loyalty at Bank Mega KCP Tanjung Priok Jakarta This study uses associative research with a survey approach which is measured using the method based on the Coefficient of Determination with SPSS 25.0 The sample is determined based on the simple random sampling method with a total sample of 100 registered customers. The data used in this research is primary data. The data collection method used a questionnaire distributed to customers of Bank Mega KCP Tanjung Priok. The results of the study prove that (1) customer value has a positive but not significant effect on customer loyalty, (2) service quality has a positive and significant effect on customer loyalty, (3) emotional closeness has a positive and significant effect on customer loyalty.

Item Type: Thesis (Skripsi)
Contributors:
ContributionContributorsNIDNEmail
Thesis advisorPrabantoro, GatotNIDN0328076801gatot_prabantoro@stei.ac.id
Uncontrolled Keywords: Nilai Pelanggan, Kualitas Pelayanan, Kedekatan Emosional, Loyalitas Nasabah.
Subjects: Manajemen > Manajemen Pemasaran
Divisions: S1 Manajemen
Depositing User: Muhammad Dzikrialfan Andriansyah
Date Deposited: 09 Jan 2023 02:46
Last Modified: 09 Jan 2023 02:46
URI: http://repository.stei.ac.id/id/eprint/9406

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