CD Tesis

Pengaruh Service Quality Dan Marketing Mix Service Terhadap Kepuasan Dan Loyalitas Nasabah Prioritas PT Bank Tabungan Negara Cabang Pekanbaru

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This study aims to know the effect of service quality and marketing mix service on customer satisfaction and customer loyalty for Bank BTN customers in Riau Province
The number of samples in this study were 199 respondents as priority service users at Bank BTN. The approach used in this research is purposive sampling. Data analysis techniques using Partial Least Square (PLS) with SmartPLS analysis tools. Descriptive analysis produces scores of people, process, physical evidence, empathy, assurance, satisfaction and loyalty variables of 4.21, 4.39, 4.20, 4.11, 4.24, 4.29, and 4.28 which are in very good category.
The results of this study indicate that there is a significant influence of people, process, physical evidence, empathy and assurance on satisfaction, and satisfaction also has a significant influence on customer loyalty in priority BTN. The results of Goodness of Fit show a value of 0.9678 or 96.78% which means the accuracy and accuracy of this research model can explain the diversity of research variables.
Keywords :Service Quality, Marketing Mix Service, Loyalty and Satisfaction

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 03. 220 (0029)

Penerbit

Pekanbaru : Universitas Riau – Pascasarjana – Manajemen., 2020

Deskripsi Fisik

xiii, 107 hlm,; ill.: 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

10 03. 220 (0029)

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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