PENGARUH KUALITAS PELAYANAN DAN RELATIONSHIP MARKETING TERHADAP KEPUASAN NASABAH SERTA DAMPAKNYA TERHADAP LOYALITAS PADA BANK BNI KANTOR CABANG PEMBANTU (KCP) WISMA SOEWARNA KOTA TANGERANG

YUWITA, ELA RATNA (2021) PENGARUH KUALITAS PELAYANAN DAN RELATIONSHIP MARKETING TERHADAP KEPUASAN NASABAH SERTA DAMPAKNYA TERHADAP LOYALITAS PADA BANK BNI KANTOR CABANG PEMBANTU (KCP) WISMA SOEWARNA KOTA TANGERANG. S2 thesis, Universitas Mercu Buana Jakarta.

[img]
Preview
 Text (HAL COVER)
1. COVER.pdf
Download (85kB) | Preview
[img]
Preview
 Text (ABSTRAK)
4. ABSTRACT.pdf
Download (98kB) | Preview
[img]
Preview
 Text (LEMBAR PERNYATAAN)
3.LEMBAR PERNYATAAN1.pdf
Download (188kB) | Preview
[img]
Preview
 Text (LEMBAR PENGESAHAN)
2.LEMBAR PENGESAHAAN.pdf
Download (130kB) | Preview
[img]
Preview
 Text (KATA PENGANTAR)
5. KATA PENGANTAR.pdf
Download (93kB) | Preview
[img]
Preview
 Text (DAFTAR ISI)
6. DAFTAR ISI.pdf
Download (85kB) | Preview
[img]
Preview
 Text (DAFTAR TABEL)
7. DAFTAR TABEL.pdf
Download (82kB) | Preview
[img]
Preview
 Text (DAFTAR GAMBAR)
8. DAFTAR GAMBAR.pdf
Download (80kB) | Preview
[img]
Preview
 Text (DAFTAR LAMPIRAN)
9. DAFTAR Lampiran.pdf
Download (79kB) | Preview
[img] Text (BAB I)
10. BAB I.pdf
Restricted to Registered users only
Download (119kB)
[img] Text (BAB II)
11. BAB II.pdf
Restricted to Registered users only
Download (191kB)
[img] Text (BAB III)
12. BAB III.pdf
Restricted to Registered users only
Download (205kB)
[img] Text (BAB IV)
13. BAB IV.pdf
Restricted to Registered users only
Download (415kB)
[img] Text (BAB V)
14. BAB V.pdf
Restricted to Registered users only
Download (102kB)
[img] Text (DAFTAR PUSTAKA)
15. DAFTAR PUSTAKA.pdf
Restricted to Registered users only
Download (98kB)
[img] Text (LAMPIRAN)
16. Lampiran-lampiran.pdf
Restricted to Registered users only
Download (422kB)

Abstract

The purpose of this study is to determine the Effect of Service Quality and Relationship Marketing on Customer Satisfaction and Its Impact on Loyalty by measuring indicators that affect the variable Service Quality and Relationship Marketing on customer satisfaction variables and their implications on customer loyalty variables. This research applies a descriptive research design using survey methods. Convenient sampling as used sampling technique. This study was tested using the structural equation modeling (Lisrel) approach to test the significance of the significance of the overall model and predetermined pathway. The findings show that Service Quality and Relationship Marketing variables significantly influence customer satisfaction variables. Further findings indicate that Service Quality and Relationship Marketing variables directly have a significant effect on customer loyalty variables. This study also shows that customer satisfaction has an influence on customer loyalty variables. It is recommended to companies to improve the excellence of Service Quality and Relationship Marketing. Keywords: Service Quality, Relationship Marketing, Satisfaction, Loyalty Tujuan dari penelitian ini adalah untuk mengetahui Pengaruh Kualitas Pelayanan dan Relationship Marketing Terhadap Kepuasan Nasabah Serta Dampaknya Terhadap Loyalitas dengan mengukur indikator-indikator yang mempengaruhi variabel Kualitas Pelayanan dan Relationship Marketing terhadap variabel kepuasan nasabah serta implikasinya terhadap variabel loyalitas nasabah. Penelitian ini menerapkan desain penelitian deskriptif dengan menggunakan metode survei. Pengambilan sampel menggunakan convinient sampling sebagai teknik pengambilan sampel. Penelitian ini diuji menggunakan pendekatan model persamaan struktural (structural equation modeling) – Lisrel untuk menguji pengaruh signifikansi dari keseluruhan model dan jalur yang telah ditentukan sebelumnya. Temuan menunjukkan bahwa variabel Kualitas Pelayanan dan Relationship Marketing berpengaruh signifikan terhadap variabel kepuasan nasabah, Temuan selanjutnya menunjukkan bahwa secara langsung variabel Kualitas Pelayanan dan Relationship Marketing memiliki pengaruh secara signifikan terhadap variabel loyalitas nasabah. Penelitian ini juga menunjukkan bahwa variabel kepuasan nasabah memiliki pengaruh terhadap variabel loyalitas nasabah. Direkomendasikan kepada perusahaan untuk meningkatkan keunggulan Kualitas Pelayanan dan Relationship Marketing. Kata kunci: Kualitas Pelayanan, Relationship Marketing, Kepuasan, Loyalitas

Item Type: Thesis (S2)
Call Number CD: CD/551. 20 016
Call Number: TM/51/21/136
NIM/NIDN Creators: 55117120151
Uncontrolled Keywords: Kualitas Pelayanan, Relationship Marketing, Kepuasan, Loyalitas
Subjects: 300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 332 Financial Economics, Finance/Ekonomi Keuangan dan Finansial, Ekonomi Biaya dan Pembiayaan
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 332 Financial Economics, Finance/Ekonomi Keuangan dan Finansial, Ekonomi Biaya dan Pembiayaan > 332.1 Banks/Bank, Perbankan
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 332 Financial Economics, Finance/Ekonomi Keuangan dan Finansial, Ekonomi Biaya dan Pembiayaan > 332.2 Specialized Banking Institutions/Institusi Perbankan Khusus
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 332 Financial Economics, Finance/Ekonomi Keuangan dan Finansial, Ekonomi Biaya dan Pembiayaan > 332.8 Interest and Discount/Bunga Bank dan Diskon
Divisions: Pascasarjana > Magister Manajemen
Depositing User: Dede Muksin Lubis
Date Deposited: 25 Oct 2021 02:20
Last Modified: 22 Apr 2022 06:56
URI: http://repository.mercubuana.ac.id/id/eprint/49836

Actions (login required)

View Item View Item
UMB Repository is powered by EPrints 3 which is developed by the School of Electronics and Computer Science at the University of Southampton. More information and software credits.