CD Tesis

Pengaruh Kualitas Produk, Kualitas Layanan Dan Promosi Terhadap Kepuasan Dan Keputusan Menabung Kembali Nasabah Tabungan Sinar Pada Pt. Bank Riau Kepri Cabang Utama

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Changes within the banking industry are rapidly making banks have to respond to everything that happens, the main problem banks facing nowadays is to retain and being closer to customers and make them loyal so that the bank can develop. The research was conducted at the Main Branch of PT Bank Riau Kepri. The aim is to determine the influence of product quality, service quality and promotion on customer satisfaction and the decision to save or keep the money back at the Main Branch of PT. Bank Riau Kepri.
The population in Tabungan Sinar is 17,148 customers and this study took the sample of 400 customers. This research used accidental sampling technique. The variables used are product quality, service quality, promotion, customer satisfaction and the decision to save or keep the money back again. This study used quantitative methods and the data were analyzed using Structural Equation Modeling analysis using the SmartPLS 3.2.8 program.
The results showed that product quality, service quality and promotion have a significant effect on customer satisfaction. Then, product quality, service quality and promotion have a significant effect on the decision to save or keep the money back through customer satisfaction; and customer satisfaction has a significant effect on the decision to save or keep the money back at the Main Branch of PT. Bank Riau Kepri. The higher the level of customer satisfaction, the decision to save or keep the money back at the Main Branch of Bank Riau Kepri will increase.
Key words : Product quality, service quality, promotion, customer satisfaction and savings decisions

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 03. 221 (0004)

Penerbit

Pekanbaru : Universitas Riau – Pascasarjana – Tesis Manajemen., 2021

Deskripsi Fisik

xiii, 163 hlm.: ill.: 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

10 03. 221 (0004)

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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