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Pengaruh Kualitas Pelayanan Dan Nilai Konsumen Terhadap Kepuasan Serta Dampaknya Terhadap Kepercayaan Nasabah Tabungan BRI Cabang Rengat

The level of competition in the banking industry in all parts of Indonesia, especially in the Rengat area of Indragiri Hulu Regency, shows an increase, this is seen from the number of banks that provide and offer their products to customers. Among the banks in Indragiri Hulu are BRI Rengat Branches. Therefore, to be able to survive in the banking industry, the Bank must be able to maintain customers and increase the number of customers. One strategy is to improve service quality and consumer value. Because this will be able to form customer satisfaction and trust.
This research will be carried out by BRI customers of Rengat Branch, with research locations spread in the Indragiri Hulu region. With a total sample of 394 customers. Data collection techniques used are using questionnaires. As for analyzing data, SPSS 17.00 for windows and SmartPls are used.
The results of this study indicate that: 1) service quality has a positive effect on the satisfaction of BRI customers at Rengat Branch; 2) consumer value has a positive effect on the satisfaction of BRI customers at Rengat Branch; 3) service quality has a positive effect on the trust of BRI customers at Rengat Branch; 4) consumer value has a positive effect on the trust of BRI customers at the Rengat Branch; 5) satisfaction has a positive effect on Wom BRI customers at Rengat Branch.
Based on the results of the study, the company must be able to increase customer satisfaction, one of which is to improve and improve the quality of service and consumer value given to customers.

Keywords : service quality and consumer value, customer satisfaction, Trust.

Ketersediaan
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Perpustakaan Universitas Riau 10 03. 219 (0056)
10 03. 219 (0056)
Tersedia
Informasi Detail
Judul Seri
-
No. Panggil
10 03. 219 (0056)
Penerbit
Pekanbaru : Universitas Riau – Pascasarjana – Tesis Manajemen.,
Deskripsi Fisik
xv, 144 hlm.; ill.; 29 cm
Bahasa
Indonesia
ISBN/ISSN
-
Klasifikasi
10 03. 219 (0056)
Tipe Isi
-
Tipe Media
-
Tipe Pembawa
-
Edisi
-
Subjek
PASCASARJANA (MAGISTER) MANAJEMEN
Info Detail Spesifik
-
Pernyataan Tanggungjawab
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Tidak tersedia versi lain

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