PENGARUH KUALITAS LAYANAN DAN KEPERCAYAAN TERHADAP KEPUASAN NASABAH PADA BANK BCA CABANG PEMBANTU TAMAN KENCANA

FENANDA, SHERLY (2019) PENGARUH KUALITAS LAYANAN DAN KEPERCAYAAN TERHADAP KEPUASAN NASABAH PADA BANK BCA CABANG PEMBANTU TAMAN KENCANA. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

The purpose of this study was to examine and recognize whether service quality and trust significantly influence customer satisfaction at PT. Bank Central Asia. The object of this study was the BCA Bank Taman Kencana customer in the Jakarta area. This study was conducted on 100 respondents using survey techniques with questionnaires. Data analysis in this study uses the help of Variance Based Structural Equation Modeling where the data processing uses Partial Least Square (PLS) Version 3.0. The results of this study indicate that partially, service quality variables have a significant effect on customer satisfaction and trust variables have a significant effect on customer satisfaction. Keyword : Service Quality, Trust and Customer Satisfaction Tujuan penelitian ini adalah untuk menguji dan mengenalisa apakah kualitas layanan dan kepercayaan berpengaruh secara signifikan terhadap kepuasan pelanggan pada PT. Bank Central Asia. Objek penelitian ini adalah pelanggan BCA Bank Taman Kencana di wilayah Jakarta.. Penelitian ini dilakukan terhadap 100 responden dengan menggunakan teknik survei dengan alat penyebaran kuesioner. Analisis data pada penelitian ini menggunakan bantuan Variance Based Structural Equation Modeling dimana pengolahan datanya menggunakan program Partial Least Square (PLS) Versi 3.0. Hasil penelitian ini menunjukan bahwa secara parsial, variabel kualitas layanan berpengaruh signifikan terhadap kepuasan pelanggan dan variabel kepercayaan berpengaruh signifikan terhadap kepuasan pelanggan. Kata kunci: Kualitas Layanan, Kepercayaan dan Kepuasan Pelanggan

Item Type: Thesis (S1)
Call Number CD: FE/MJ. 19 028
NIM: 43114110457
Uncontrolled Keywords: Kualitas Layanan, Kepercayaan dan Kepuasan Pelanggan
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 005 Computer Programmming, Programs, Data/Pemprograman Komputer, Program, Data > 005.4 System Programming and Programs/Sistem Pemrograman dan Program > 005.43 Operating System/Sistem Operasi > 005.434 Process Management Programs/Program Manajemen Proses
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 005 Computer Programmming, Programs, Data/Pemprograman Komputer, Program, Data > 005.4 System Programming and Programs/Sistem Pemrograman dan Program > 005.43 Operating System/Sistem Operasi > 005.435 Memory Management Programs/Program Manajemen Memori
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 060 General Organizations, Foundations, and Museology/Organisasi-organisasi Umum, dan Museologi > 069 Museology (Museum science)/Museologi > 069.6 Personnel Management of Museum/Manajemen Personalia Museum > 069.63 Personnel Management/Manajemen Personalia
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Virda Syifa
Date Deposited: 25 Jan 2019 05:11
Last Modified: 06 Feb 2019 02:50
URI: http://repository.mercubuana.ac.id/id/eprint/46908

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