PENGARUH KUALITAS PELAYANAN, FASILITAS DAN LOKASI TERHADAP LOYALITAS PELANGGAN PT.BANK CENTRAL ASIA, TBK (Studi Kasus Pada Cabang Puri Kembangan)

MINARNO, ANDRIAN (2019) PENGARUH KUALITAS PELAYANAN, FASILITAS DAN LOKASI TERHADAP LOYALITAS PELANGGAN PT.BANK CENTRAL ASIA, TBK (Studi Kasus Pada Cabang Puri Kembangan). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study is to determine the effect of service quality, facilities and location on customer loyalty of BCA Puri Kembangan Branch. The sampling technique in this study is purposive sampling. Respondents in this study were 100 respondents of BCA customers at Puri Kembangan Branch. To test the validity, reliability and hypothesis testing using the SPSS version 23. The results of the analysis using SPSS show that of the three hypotheses contained in the study, there are two hypotheses that have a significant effect. The results of this study indicate that service quality and location have a significant effect on customer loyalty BCA Puri Kembangan Branch. While one hypothesis that has no effect, the facility has no significant effect on the customer loyalty of BCA Puri Kembangan Branch. Keywords: Service Quality, Facilities, Location, BCA Customer Loyalty Branch Puri Kembangan Penelitian ini untuk mengetahui pengaruh kualitas pelayanan, fasilitas dan lokasi terhadap loyalitas pelanggan BCA Cabang Puri Kembangan. Teknik pengambilan sampel dalam penelitian ini yaitu Purposive sampling. Responden dalam penelitian ini sebanyak 100 responden nasabah BCA Cabang Puri Kembangan. Untuk menguji validitas, reliabilitas dan pengujian hipotesis menggunakan aplikasi SPSS versi 23. Hasil analisis dengan menggunakan SPSS menunjukan bahwa dari tiga hipotesis yang terdapat dalam penelitian, ada dua hipotesis yang berpengaruh signifikan. Hasil penelitian ini menunjukan bahwa kualitas pelayanan dan lokasi berpengaruh signifikan terhadap loyalitas pelanggan BCA Cabang Puri Kembangan. Sedangkan satu hipotesis yang tidak berpengaruh yaitu fasilitas tidak berpengaruh signifikan terhadap loyalitas pelanggan BCA Cabang Puri Kembangan. Kata kunci : Kualitas Pelayanan, Fasilitas, Lokasi, Loyalitas Pelanggan BCA Cabang Puri Kembangan

Item Type: Thesis (S1)
Call Number: SE/31/18/599
NIM: 43113010364
Uncontrolled Keywords: Kualitas Pelayanan, Fasilitas, Lokasi, Loyalitas Pelanggan BCA Cabang Puri Kembangan
Subjects: 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas
700 Arts/Seni, Seni Rupa, Kesenian > 700. Arts/Seni, Seni Rupa, Kesenian > 700.1-700.9 Standards Subdivisions of The Arts/Subdivisi Standard dari Karya Seni > 700.4 Special Topics in The Arts/Topik Tertentu dalam Karya Seni > 700.41 Arts Displaying Specific Qualities of Style, Mood, Viewpoint/Seni Menampilkan Kualitas Gaya Tertentu, Suasana Hati, Sudut Pandang
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Dede Muksin Lubis
Date Deposited: 14 Jun 2019 02:04
Last Modified: 14 Jun 2019 02:04
URI: http://repository.mercubuana.ac.id/id/eprint/48910

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