ALFA RIZKI, RUBIYANTI (2019) PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK DAN KEPUASAN SEBAGAI VARIABEL INTERVENING TERHADAP LOYALITAS NASABAH (Studi kasus pada PT. Bank Central Asia Tbk Cabang Boulevard Timur). Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia (STEI) Jakarta.
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Abstract
ABSTRAK Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan dan kualitas produk terhadap loyalitas nasabah melalui kepuasan nasabah BCA KCP Boulveard Timur. Sampel yang digunakan dalam penelitian ini sebanyak 94 orang nasabah. Analisis statistik data dalam penelitian ini menggunakan analisis jalur dengan bantuan program SPSS Versi 25. Hasil perhitungan menunjukkan bahwa : (1) Kualitas pelayanan memiliki pengaruh yang signifikan terhadap kepuasan nasabah, (2) Kualitas produk memiliki pengaruh yang signifikan terhadap kepuasan nasabah, (3) Kualitas pelayanan memiliki pengaruh yang signifikan terhadap loyalitas nasabah, (4) Kualitas produk memiliki pengaruh yang signifikan terhadap loyalitas nasabah, (5) Kepuasan nasabah memiliki pengaruh yang signifikan terhadap loyalitas nasabah, (6) Tidak terdapat pengaruh mediasi antara kualitas pelayanan terhadap loyalitas nasabah melalui kepuasan nasabah dan (7) Tidak terdapat pengaruh mediasi antara kualitas produk terhadap loyalitas nasabah melalui kepuasan nasabah pada BCA KCP Boulevard Timur. Kata Kunci : Kualitas pelayanan, kualitas produk, kepuasan nasabah dan loyalitas nasabah ABSTRACT This study aims to determine the effect of service quality and product quality on customer loyalty through the satisfaction of BCA KCP Boulveard Timur customers. The sample used in this study was 94 customers. Statistical analysis of the data in this study using path analysis with the help of the SPSS Version 25 program. The calculation results show that: (1) Service quality has a significant effect on customer satisfaction, (2) Product quality has a significant effect on customer satisfaction, (3) Service quality has a significant influence on customer loyalty, (4) Product quality has (5) Customer satisfaction has a significant influence on customer loyalty, (6) There is no mediating effect between service quality on customer loyalty through customer satisfaction and (7) There is no mediating influence between product quality and customer loyalty through customer satisfaction at BCA KCP Boulevard Timur. Keywords: Service quality, product quality, customer satisfaction and customer loyalty
| Item Type: | Thesis (Skripsi) | ||||||||
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| Subjects: | Manajemen > Manajemen Pemasaran | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | Ridho Adi Nugroho | ||||||||
| Date Deposited: | 29 Dec 2021 10:07 | ||||||||
| Last Modified: | 29 Dec 2021 10:07 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/6499 |
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