CD Tesis

Pengaruh Kualitas Produk, Kualitas Layanan Terhadap Kepuasan Nasabah Dan Loyalitas Nasabah Pt. Bank Riau Kepri Cabang Utama Pekanbaru

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This study aims to analyze the effects of product quality and service quality on customer satisfaction and loyalty.
The Sampling of this research is 100 customers of Bank Riau Kepri Pekanbaru. The sampling technique was done by purposive sampling method that result 100 customer as the research sample. The data analysis technique of this research is done by multiple linear regression using SPSS Version 20.00 software aid.
The result of this research concluded that product quality have positive and significant effect to satisfaction, service quality have positive and significant effect to satisfaction, then satisfaction have positive effect and significant customer loyalty.This research recommends to the management of PT. Bank Riau Kepri Pekanbaru is expected to improve the quality of products offered to customers and improve the quality of service because it can directly improve customer satisfaction. Then by increasing customer satisfaction then positively and directly can increase customer loyalty.

Keywords: Product Quality, Service Quality, Satisfaction and Loyalty.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 03. 218 (0105)

Penerbit

Pekanbaru : Universitas Riau – Pasca Sarjana – Manajemen., 2018

Deskripsi Fisik

ix, 225 hlm.; ill.; 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

10 03. 218 (0105)

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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