CD Tesis

Pengaruh Kualitas Pelayanan Dan Harapan Nasabah Terhadap Kepuasan Serta Loyalitas Nasabah Pt Bank Riau Kepri Wilayah Pekanbaru

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This study aims to analyze the effect of service quality and expectation on customer satisfaction and loyalty PT Bank Riau Kepri in Pekanbaru Region. And To analyze the effect of customer satisfaction on customer loyalty PT Bank Riau Kepri in Pekanbaru Region. Population in this research is society become individual product customer at PT Bank Riau Kepri in Pekanbaru Region as many as 80.000 people. The sample size that will be used is 100 people. Data analysis using WarpPLS approach. WarpPLS is one of the variance-based SEM statistical methods designed to solve multiple regressions when specific data problems occur, such as very small sample size, missing values and multicollinearity. WarpPLS is an alternative approach that shifts from a Covarian-based SEM approach to a variance-based.
The results of statistical data analysis proves that the quality of services has significant positive effect on customer loyalty in PT Bank Riau Kepri in Pekanbaru Region. Furthermore, the expectation will have an impact on the decision to be borne loyal to the bank. The results of statistical data analysis proves that there is positive and significant correlation between satisfaction on customer loyalty PT Bank Riau Riau in Pekanbaru Region, satisfaction can be an intervening variable between service quality and loyalty. satisfaction can be an intervening variable between expectation and loyalty.
This research recommends PT. Bank Riau Kepri in Pekanbaru Region to improve the quality of service, by improving customer satisfaction that is providing services that meet customer expectations, service quality improvement is focused on the quality of the physical environment and can be directed to strengthen customer value.
Keywords: Service Quality, Expectation, Customer Satisfaction and Loyalty

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 03. 220 (0068)

Penerbit

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

Deskripsi Fisik

xii, 116 hlm,; ill.: 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

10 03. 220 (0068)

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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