CD Tesis

Analisis Kualitas Pelayanan Online Terhadap Kepuasan Dan Loyalitas Nasabah Pada Pt Bank Bri Agroniaga,Tbk Cabang Pekanbaru

---

The study was conducted at PT. Bank BRI Agroniaga, Tbk Branch Pekanbaru Riau with the aim to analyze the effect of efficiency, reliability, fulfillment and privacy that is the dimension of service quality on customer satisfaction levels. To analyze the effect of the overall e-service quality of the satisfaction and loyalty through the customer satisfaction level on E-banking. To analyze the effect e-service quality of the satisfaction and loyalty.
The population in this study was 496 customers with a sample of 109 people taken by purposive sampling method. The analysis technique used in this research is path analysis.
From the test results that the efficiency and privacy directly influence on customer loyalty, reliability and fulfillment no directly effect on customer loyalty. Customer satisfaction effect on customer loyalty. Efficiency and reliability indirectly no effect on customer loyalty through the customer satisfaction, but fulfillment and privacy indirectly effect on customer loyalty through the customer satisfaction The overall e-service quality effect on custmer satisfaction and customer loyalty. Quality of service affects customer satisfaction and customer satisfaction affect the customer loyalty.
Keywords: E-Service Quality, Customer Satisfaction and Customer Loyalty.

---

Ketersediaan

Informasi Detail

Judul Seri

-

No. Panggil

10 03. 217 (0053)

Penerbit

Pekanbaru : Universitas Riau – Pasca Sarjana – Magister Manajemen., 2017

Deskripsi Fisik

xiv, 122 hlm.; ill.; 29 cm

Bahasa

Indonesia

ISBN/ISSN

-

Klasifikasi

10 03. 217 (0053)

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