CD Tesis

Pengaruh Service Excellent Terhadap Kepuasan Dan Loyalitas Nasabah Jasa Raharja Cabang Riau

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This study aims to determine the effect of service excellent and satisfaction on customer loyalty, and to determine the effect of service excellent on customer loyalty through the satisfaction of Jasa Raharja Riau Branch customers.
The time of the study was carried out for three months starting from February-April 2019. The population in this study were all customers or communities who were filing claims for road traffic compensation compensation as accident victims, represented by parents of victims or heirs of victims, and or other parties who get a power of attorney for claim management and other general public who make claims for traffic accidents and passengers transporting public services at PT Jasa Raharja (Persero) Riau Branch in Pekanbaru, whose numbers cannot be determined. Determination of the number of samples because the population is unknown, it is calculated based on the formula Ferdinand (2009), namely n = (35 x independent variables). Based on this formula the number of research samples is 70 people, taken randomly when meeting with researchers when distributing questionnaires. The analysis tool uses Path Analysis.
The results of the study revealed that directly service excellent and customer satisfaction had a significant influence on customer loyalty. Indirectly service excellent through customer satisfaction has a significant influence on customer loyalty. The better quality of service is excellent (service excellent) and customer satisfaction, it will further increase customer loyalty. Customer satisfaction is a very needed variable because it can mediate the effect of service excellence on customer loyalty.

Keywords: Excellent Service, Customer Satisfaction, Customer Loyalty, Frontliner and Jasa Raharja Riau Branch.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 03. 219 (0091)

Penerbit

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

Deskripsi Fisik

xiv, 145 hlm.; ill.; 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

10 03. 219 (0091)

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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