DEVIYANTI, RIZKA (2017) PENGARUH KUALITAS LAYANAN INTERNET BANKING DAN TINGKAT KEPUASAN TERHADAP LOYALITAS NASABAH PADA PT BANK RAKYAT INDONESIA (BRI) DI UNIT PASAR MINGGU, JAKARTA SELATAN. S1 thesis, Universitas Mercu Buana Jakarta.
|
Text (HAL COVER)
1. Hal Cover.pdf Download (330kB) | Preview |
|
|
Text (ABSTRAK)
2. Abstrak.pdf Download (98kB) | Preview |
|
![[img]](https://repository.mercubuana.ac.id/style/images/fileicons/text.png) |
Text (BAB I)
3. Bab I.pdf Restricted to Registered users only Download (175kB) |
|
|
Text (BAB II)
4. Bab II.pdf Restricted to Registered users only Download (335kB) |
|
|
Text (BAB III)
5. Bab III.pdf Restricted to Registered users only Download (333kB) |
|
|
Text (BAB IV)
6. Bab IV.pdf Restricted to Registered users only Download (617kB) |
|
|
Text (BAB V)
7. Bab V.pdf Restricted to Registered users only Download (149kB) |
|
|
Text (DAFTAR PUSTAKA DAN LAMPIRAN)
8. Daftar Pustaka & Lampiran.pdf Restricted to Registered users only Download (664kB) |
Abstract
Akses informasi yang semakin cepat dan mudah membuat masyarakat mengumpulkan informasi sebanyak-banyaknya mengenai produk sebelum memutuskan untuk menggunakan. PT Bank Rakyat Indonesia (BRI) sebagai salah satu perusahaan BUMN yang memiliki jumlah nasabah terbesar di Indonesia, yang menerapkan sistem transaksi perbankan internet banking.Kepuasan pelanggan dalam konteks e-commerce, memerlukan pemahaman yang jelas tentang arti dari kepuasan pelanggan tersebut. Tipe penelitian ini menggunakan pendekatan explanatory research dengan kuesioner sebagai alat pengumpulan data dengan sampe sebesar 83 responden di Jakarta dengan metode pengambilan sampel yaitu non-probability sampling dan jenis sampel yang digunakan adalah sampling purposive. Teknik analisa yang menggunakan uji inner model dan outter model dengan alat bantu smartPLS 3.0. Berdasarkan hasil perhitungan ditunjukkan dengan nilai R2 untuk kepuasan nasabah sebesar 0,689 dan loyalitas nasabah sebesar 0,612. Hal ini menunjukkan juga bahwa kualitas layanan yang dimediasi oleh tingkat kepuasan nasabah mampu menjelaskan loyalitas nasabah sebesar 61,2%. Sedangkan sisanya 38,8% dijelaskan oleh variabel lain yang tidak diamati. Berdasarkan hasil analisa data dapat disimpulkan adanya pengaruh positif kualitas layanan dan tingkat kepuasan nasabah terhadap loyalitas nasabah dan memiliki tingkat keeratan hubungan yang kuat, hal ini berarti apabila kualitas layanan ditingkatkan maka akan mengakibatkan tingkat kepuasan dan loyalitas nasabah yang tinggi.Access information more quickly and easily create a community gathering as much information about the product before deciding to use. PT Bank Rakyat Indonesia (BRI) as one of the state-owned company that has the largest number of customers in Indonesia, which introduced a system of internet banking transactions banking.Kepuasan customers in the context of e-commerce, requires a clear understanding of the meaning of the customer satisfaction. This type of research uses explanatory research approach with the questionnaire as a data collection tool with until by 83 respondents in Jakarta with the sampling method that is non-probability sampling and the type of sample used is purposive sampling.Techniques of analysis using models inner and outter test models with 3.0 smartPLS tools. Based on calculations indicated by the R2 value of 0.689 for customer satisfaction and customer loyalty at 0.612. It shows also that the quality of service that is mediated by the level of customer satisfaction is able to explain the loyalty of customers amounted to 61.2%. While the remaining 38.8% is explained by other variables not observed. Based on the results of data analysis can be concluded the positive influence the quality of service and level of customer satisfaction on customer loyalty and has a degree of closeness of relationship is strong, it means that if the quality of service is improved then it will result in the level of customer satisfaction and loyalty is high.
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FE/MJ. 17 256 |
| NIM/NIDN Creators: | 43113120105 |
| Uncontrolled Keywords: | Kualitas Layanan, Tingkat Kepuasan Nasabah, Loyalitas Nasabah |
| Subjects: | 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan 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 > 332.1 Banks/Bank, Perbankan |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Admin Perpus UMB |
| Date Deposited: | 20 Apr 2017 15:51 |
| Last Modified: | 26 Feb 2024 07:40 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/33918 |
Actions (login required)
 |
View Item |
