CD Tesis

Analisis Kualitas Pelayanan Mobile Banking Terhadap Kepuasan Dan Loyalitas Nasabah Bank Tabungan Negara (BTN) Cabang Pekanbaru

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This study aims to analyze the effect of mobile banking service quality on customer satisfaction and loyalty. The effect of satisfaction on customer loyalty and the influence of the quality of mobile banking services on customer loyalty is mediated by customer satisfaction. The population in this study, all mobile bank customers in Bank Tabungan Negara as many as 29,307. Sample in this study were 100 people. The data used in this study are primary data and secondary data, while the data collection technique uses a questionnaire. The data analysis technique used is Structural Equation Modeling.
The results showed that the quality of banking services has an effect on job customer satisfaction. This shows that the quality of banking services can determine the level of customer satisfaction, the better the service quality, the higher customer satisfaction. Mbanking service quality affects employee customer loyalty. This shows that the quality of banking services can determine the level of customer loyalty, the better the service quality, the higher customer loyalty. Customer satisfaction has a significant effect on customer loyalty, meaning that the better customer satisfaction will increase customer loyalty. The quality of banking services has a significant effect on employee customer loyalty through customer satisfaction, meaning that the better the quality of banking services is good, so being able to make customers satisfied will increase customer loyalty.
Key words : Quality of Mobile Banking Service, Customer Satisfaction and Loyalty.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 03. 220 (0138)

Penerbit

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

Deskripsi Fisik

xii, 97 hlm,; ill.: 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

10 03. 220 (0138)

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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