Rizkita, Citra (2015) PENGARUH KUALITAS PRODUK MOBILE BANKING, KUALITAS PELAYANAN, DAN CITRA MEREK TERHADAP LOYALITAS PELANGGAN PADA PT. BANK MANDIRI (PERSERO) Tbk CABANG JAKARTA DURI KOSAMBI. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
This study was conducted to determine the effect of mobile banking product quality, service quality, and brand image on customer loyalty. In addition, to determine which variables that most influence on customer loyalty PT. Bank Mandiri (Persero) Tbk Branch Jakarta Duri Kosambi. The population in this research is the customer of PT. Bank Mandiri (Persero) Cash Outlet Jakarta Duri Kosambi who used mobile banking and samples used were 100 respondents. Sampling technique in this research is Non probablity Sampling used purposive sampling method, and then the results of the analysis of the data processed using SPSS software. The results showed that customer loyalty to the PT. Bank Mandiri (Persero) Cash Outlet Jakarta Duri Kosambi is significantly influenced by the variable quality of mobile banking products, quality service, and brand image. Keywords: Mobile Banking Product Quality, Service Quality, Brand Image, Customer Loyalty, PT. Bank Mandiri (Persero) Tbk Cash Outlet Jakarta Duri Kosambi Penelitian ini dilakukan untuk mengetahui pengaruh kualitas produk mobile banking, kualitas pelayanan, dan citra merek terhadap loyalitas pelanggan. Selain itu juga untuk mengetahui variabel manakah yang paling berpengaruh terhadap loyalitas pelanggan PT. Bank Mandiri (Persero) Tbk Cabang Jakarta Duri Kosambi. Populasi dalam penelitian ini adalah nasabah PT. Bank Mandiri (Persero) cabang Jakarta Duri Kosambi yang aktif menggunakan mobile banking dan sample yang digunakan sebanyak 100 responden. Teknik pengambilan sampling dalam penelitian ini adalah Non Probablity Sampling menggunakan metode purposive sampling, dan kemudian hasil dari analisis data diolah menggunakan software SPSS. Dari hasil penelitian menunjukkan bahwa loyalitas pelanggan pada PT. Bank Mandiri (Persero) cabang Jakarta Duri Kosambi secara signifikan dipengaruhi oleh variabel kualitas produk mobile banking, kualitas layanan, dan citra merek. Kata Kunci: Kualitas Produk Mobile Banking, Kualitas Pelayanan, Citra Merek, Loyalitas Pelanggan, PT. Bank Mandiri (Persero) Tbk Cabang Jakarta Duri Kosambi
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-551-15-119 |
| Call Number: | TM/51/14/082 |
| NIM/NIDN Creators: | 55112120241 |
| Uncontrolled Keywords: | Kualitas Produk Mobile Banking, Kualitas Pelayanan, Citra Merek, Loyalitas Pelanggan, PT. Bank Mandi, MPS, Manajemen pemasaran |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | Admin Perpus UMB |
| Date Deposited: | 17 Mar 2015 15:51 |
| Last Modified: | 29 Jun 2022 07:08 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/7560 |
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