Image of Pengaruh Relationship Marketing, Kualitas Produk Terhadap Kepuasan Dan Loyalitas Nasabah Penggunaan Kartu Kredit Pada PT. Bank Riau Kepri (Studi Pada Cabang Utama Dan Cabang Pekanbaru)
Penanda Bagikan

CD Tesis

Pengaruh Relationship Marketing, Kualitas Produk Terhadap Kepuasan Dan Loyalitas Nasabah Penggunaan Kartu Kredit Pada PT. Bank Riau Kepri (Studi Pada Cabang Utama Dan Cabang Pekanbaru)

This study aims to analyze the effect of product quality on relationship marketing. Knowing and analyzing the influence of relationship marketing and product quality on customer satisfaction. To find out and analyze the influence of relationship marketing and product quality on customer loyalty and the effect of customer satisfaction on customer loyalty.
The study population is the population in question are the PT. Riau Kepri Bank Credit Card Customers Main branch and Pekanbaru branch in 2018 with 2,069 and 987 customers, respectively. The sample to be used is 149 people. The sampling technique used is stratified random sampling Analysis of the data used in this study is Structural Equation Modeling (SEM) PLS which is operated through the WarpPLS.5.0 program.
The results of this study indicate that product quality has an effect on Relationship marketing. Relationship marketing and product quality affect satisfaction. This proves that the higher the quality of the products offered, the more customer satisfaction with the company. Relationship marketing has a significant effect on customer loyalty through satisfaction. This shows that good relationship marketing supported by high customer satisfaction will increase customer loyalty. Product quality influences customer loyalty through satisfaction. This shows that the better the quality of the product will increase satisfaction and have an impact on increasing customer loyalty. Satisfaction affects customer loyalty. These results prove that the higher customer satisfaction with credit cards offered, the higher the level of customer loyalty to the company.

Keywords: Relationship Marketing, Product Quality, Satisfaction and Loyalty

Ketersediaan
#
Perpustakaan Universitas Riau 10 03. 219 (0124)
10 03. 219 (0124)
Tersedia
Informasi Detail
Judul Seri
-
No. Panggil
10 03. 219 (0124)
Penerbit
Pekanbaru : Universitas Riau – Pascasarjana – Tesis Manajemen.,
Deskripsi Fisik
xiii, 90 hlm.; ill.; 29 cm
Bahasa
Indonesia
ISBN/ISSN
-
Klasifikasi
10 03. 219 (0124)
Tipe Isi
-
Tipe Media
-
Tipe Pembawa
-
Edisi
-
Subjek
PASCASARJANA (MAGISTER) MANAJEMEN
Info Detail Spesifik
-
Pernyataan Tanggungjawab
Versi lain/terkait

Tidak tersedia versi lain

Lampiran Berkas
Komentar
Anda harus masuk sebelum memberikan komentar