CD Tesis

Pengaruh Kualitas Layanan, Citra Perusahaan, Dan Nilai Pelanggan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Pada BRI Cabang Tuanku Tambusai

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The purpose of this study is to determine the effect of service quality, cooeporate image, and costumer value on costumer loyalty through costumer satisfaction. The population were all of the costumers of Bank Rakyat Indonesia (BRI) Branch Office of Tuanku Tambusai Pekanbaru. The amount of ther costumers were 18.656 people in November 2018. The purposive method is used to take the sample as big as 100 costumers. The collected data were analyzed by appliying the path analysis of SPSS, version 22 program.
The result showed that direct quality of service, coorporate image, and costumer value have a positive effect on costumer satisfaction. The quality of service, corporate image and costumer satisfaction have a significant effect on costumers loyalty. Furthermore, the quality of service, company image, costumers value have positive effect on costumers loyalty through costumers satisfaction. This means that costumers satisfaction is able to mediate the effect between the quality of service, company image, costumer value and costumer loyalty.


Key words : Service Quality, Corporate Image, Costumer Value, Costumer Loyalty, Costumer Satisfaction.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 03. 219 (0167)

Penerbit

Pekanbaru : Universitas Riau – Pascasarjana – Tesis Manajemen., 2019

Deskripsi Fisik

xiv, 133 hlm.; ill.; 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

10 03. 219 (0167)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

PASCASARJANA (MAGISTER) MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

FATAH

Versi lain/terkait

Lampiran Berkas

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