CD Tesis

Pengaruh Kualitas Jasa Terhadap Kepuasan Nasabah Dan Loyalitas Pada Bank BRI Di Kota Pekanbaru

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This study aims to determine the effect of service quality on customer satisfaction and customer loyalty for BRI Bank customers in the city of Pekanbaru.
This study aims to determine the effect of service quality on customer satisfaction and customer loyalty in BRI Bank customers in Pekanbar. The number of samples in this study were 267 respondents as service users at BRI Bank. The approach used in this research is purposive sampling. Data analysis techniques using Partial Least Square (PLS) with SmartPLS.u analysis tools.
The results of this study indicate that there is a significant influence of service quality on customer satisfaction. Furthermore service quality variables significantly influence loyalty. The customer satisfaction variable also has a significant influence on loyalty, then the service quality variable also has a significant effect on the loyalty variable through customer satisfaction variables.
Keywords: Service Quality, Loyalty and Satisfaction

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 03. 220 (0061)

Penerbit

Pekanbaru : Universitas Riau – Pascasarjana – Tesis Manajemen., 2020

Deskripsi Fisik

xii, 100 hlm,; ill.: 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

10 03. 220 (0061)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

FATAH

Versi lain/terkait

Lampiran Berkas

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