PRATOMO, ZULFIKAR PUTRA (2017) ANALISIS PENGARUH PERSEPSI KEMUDAHAN PENGGUNAAN TEKNOLOGI INFORMASI DAN KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH YANG DIMEDIASI OLEH KEPUASAN NASABAH PADA PT BANK MANDIRI CABANG JAKARTA R. P. SOEROSO. S2 thesis, Universitas Mercu Buana.
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Abstract
This study aims to examine and analyze the effect of perceived ease of use of information technology and service quality on customer loyalty mediated by customer satisfaction in PT Bank Mandiri branch Jakarta R. P. Soeroso. Using primary data drawn from the results of questionnaires that have been distributed to the customers of Bank Mandiri. Respondents are customers of Bank Mandiri, Jakarta R. P. Soeroso transacting and using the products of the Bank in the period January 2016 - June 2016 as much as 2074. The sampling method used was purposive sampling. The sampling technique the number of indicators 62 x 5 as many as 310 respondents. The analytical method used in this research is SEM (Structural Equation Modelling). The result of the research shows that perception of ease of use of information technology proved not to have an effect and significant to customer satisfaction. Quality of service proved to be significant and significant to customer satisfaction. Perceptions of ease of use of information technology proved to have no effect and not significant to customer loyalty. Quality of service proved to be significant and significant to customer loyalty. Customer satisfaction proved to be significant and significant to customer loyalty. ============================================================ Penelitian ini bertujuan menguji dan menganalisis pengaruh persepsi kemudahan penggunaan teknologi informasi dan kualitas pelayanan terhadap loyalitas nasabah yang dimediasi oleh kepuasan nasabah pada PT Bank Mandiri cabang Jakarta R. P. Soeroso. Menggunakan data primer yang diambil dari hasil pengisian kuesioner yang telah disebarkan kepada para nasabah Bank Mandiri. Responden adalah nasabah Bank Mandiri Cabang Jakarta R. P. Soeroso yang bertransaksi dan menggunakan produk Bank Mandiri pada periode Januari 2016 – Juni 2016 sebanyak 2074. Metode sampling yang digunakan adalah purposive sampling. Teknik pengambilan sampel jumlah indikator 62 x 5 yaitu sebanyak 310 responden. Metode analisis yang digunakan dalam penelitian ini adalah SEM (Structural Equation Modelling). Hasil penelitian menunjukkan persepsi kemudahan penggunaan teknologi informasi terbukti tidak berpengaruh dan signifikan terhadap kepuasan nasabah. Kualitas pelayanan terbukti berpengaruh dan signifikan terhadap kepuasan nasabah. Persepsi kemudahan penggunaan teknologi informasi terbukti tidak berpengaruh dan tidak signifikan terhadap loyalitas nasabah. Kualitas pelayanan terbukti berpengaruh dan signifikan terhadap loyalitas nasabah. Kepuasan nasabah terbukti berpengaruh dan signifikan terhadap loyalitas nasabah.
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CD/551. 17 079 |
| Call Number: | TM/51/17/094 |
| NIM/NIDN Creators: | 55114120138 |
| Uncontrolled Keywords: | Perspesi kemudahan penggunaan, kualitas pelayanan, kepuasan nasabah,loyalitas nasabah, Perception of ease of use, quality of service, customer satisfaction,customer loyalty |
| Subjects: | 300 Social Science/Ilmu-ilmu Sosial > 380 Commerce, Communications, Transportation (Perdagangan, Komunikasi, Transportasi) > 386 Inland Waterway/Transportasi Pengangkutan di Daerah Pedalaman > 386.2 Activities and Services/Kegiatan dan Layanan 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: | Priyo Raharjo |
| Date Deposited: | 27 Aug 2017 01:22 |
| Last Modified: | 17 Apr 2024 03:15 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/38743 |
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