Image of Analisis Tingkat Kepuasan Nasabah Atas Kualitas Layanan Dan Hubungan Nasabah Serta Dampaknya Terhadap Loyalitas Nasabah Pada Bank Muamalat Cabang Pekanbaru
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Analisis Tingkat Kepuasan Nasabah Atas Kualitas Layanan Dan Hubungan Nasabah Serta Dampaknya Terhadap Loyalitas Nasabah Pada Bank Muamalat Cabang Pekanbaru

This research aimed to Analysze Customer Satisfaction Level On Service Quality And Costumer Relationship And The Effect Toward Customer Loyalty, research applied on consumer Bank Muamalat Branch Pekanbaru. The object of this research was customer of Bank Muamalat Branch Pekanbaru. This research consists of four variables: one dependent variable, one intervening variable and two independent variables. They are Customer Loyalty (Y2), Customer Satisfaction (Y1), Service Quality (X1) and Customer Relations (X2). This research was conducted using a sample of 110 people. This research used Non probability sampling, based on respondents who had been Bank Muamalat Branch Pekanbaru Customer. Data are taken by giving respondents structural questionaires. In terms of data analysis, this research used Path Analysis and Important Performance Analysis method using SPSS (Statistical Package for Social Science) version 20.
Based on the hypothesis test conducted, research shows that Service Quality has significant and positive effect toward Customer Satisfaction, Customer Relations has significant and positive effect toward Customer Satisfaction, Service Quality has significant and positive effect toward Customer Loyalty, Customer Relations has significant and positive effect toward Customer Loyalty, and Customer Satisfaction has significant and positive effect toward Customer Loyalty . Service Quality and Customer Relations influence Customer Loyalty are moderated by Customer Satisfaction.
Keywords: Service Quality, Customer Relationship, Customer Satisfaction and Customer Loyalty.

Ketersediaan
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Perpustakaan Universitas Riau 02 02. 117 (0186)
02 02. 117 (0186)
Tersedia
Informasi Detail
Judul Seri
-
No. Panggil
02 02. 117 (0186)
Penerbit
Pekanbaru : Universitas Riau – Fakultas Ekonomi Dan Binis – Manajemen.,
Deskripsi Fisik
x, 98 hlm.: ill.; 29 cm
Bahasa
Indonesia
ISBN/ISSN
-
Klasifikasi
02 02. 117 (0186)
Tipe Isi
-
Tipe Media
-
Tipe Pembawa
-
Edisi
-
Subjek
MANAJEMEN
Info Detail Spesifik
-
Pernyataan Tanggungjawab
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