CD Tesis

Pengaruh Kualitas Jasa Pelayanan Dan Kepuasan Nasabah Terhadap Kepercayaan Dan Loyalitas Nasabah Kur Mikro Bank BRI Kota Dumai

---

The purpose of this study is to analyze the influence of Service Quality, and Satisfaction Against Trust and Customer Loyalty KUR Micro Bank BRI Dumai City. This research was conducted at Bank BRI Dumai City which was conducted in October 2017. As for the population in this study are all KUR Mikro Bank BRI Kota Dumai totaling 3310 people. Sampling using proportional random sampling method. The sample in this study amounted to 97 customers using Slovin formula. Technique of collecting data using questioner which contains statements based on the variables studied. Data analysis technique used in this research is Structural Equation Modeling (SEM) based on variance-PLS. From the research results obtained conclusion as follows: 1) Quality Service Service has a positive and significant impact on Customer Trust, meaning the better the Quality of Service then the better the Customer Confidence. 2) Customer Satisfaction has a positive and significant impact on Customer Confidence, which means the better Customer Satisfaction then the better the Customer Confidence. 3) Service Quality has a positive and significant impact on Customer Loyalty, meaning the better the Quality of Service then the better the Customer Loyalty. 4) Customer Satisfaction has a positive and significant impact on Customer Loyalty, which means the better Customer Satisfaction the better the Customer Loyalty. 5) Customer Confidence has a positive and significant impact on Customer Loyalty, which means the better the Customer Confidence the better the Customer Loyalty. 6) Service Quality has a positive and significant impact on Customer Loyalty through Customer Confidence, which means that the better Customer Confidence the Quality of Service Service increasingly influence Customer Loyalty. 7) Customer Satisfaction has a positive and significant impact on Customer Loyalty through Customer Trust, meaning the better Customer Confidence then Customer Satisfaction increasingly affect Customer Loyalty

Keywords: Service Quality, Customer Satisfaction, Customer Trust, Customer Loyalty

---

Ketersediaan

Informasi Detail

Judul Seri

-

No. Panggil

10 03. 218 (0029)

Penerbit

Pekanbaru : Universitas Riau – Pasca Sarjana – Tesis Manajemen., 2018

Deskripsi Fisik

xii, 91 hlm.; ill.; 29 cm

Bahasa

Indonesia

ISBN/ISSN

-

Klasifikasi

10 03. 218 (0029)

Tipe Isi

-

Tipe Media

-

Tipe Pembawa

-

Edisi

-

Subjek

PASCASARJANA (MAGISTER) MANAJEMEN

Info Detail Spesifik

-

Pernyataan Tanggungjawab

FATAH

Versi lain/terkait

Lampiran Berkas

Komentar

---

Anda harus masuk sebelum memberikan komentar