Pengaruh Kualitas Pelayanan, Kepercayaan, Citra merek Terhadap Kepuasan Pelanggan (Studi Pada Produk CIMB Niaga Tabungan Bisnis PT. Bank CIMB Niaga Cabang Tangerang Bintaro)

ALFIANTO, DEFI (2020) Pengaruh Kualitas Pelayanan, Kepercayaan, Citra merek Terhadap Kepuasan Pelanggan (Studi Pada Produk CIMB Niaga Tabungan Bisnis PT. Bank CIMB Niaga Cabang Tangerang Bintaro). S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This Research aims to analyse the influence of service quality, trust, brand image and customer satisfaction. The object of this research is the customer of bank CIMB Niaga branch of Tanggerang apartment Bintaro The number of samples specified is 100 respondents using Slovin calculation method. Sample withdrawal methods using Convenience Sampling. Method of collecting data using survey method, with research instrument is questionnaire. Data Analysis methods use Partial Least Square (PLS). This research is proves that service quality has a positive and significant effect on customer satisfaction, trust has a positive and significant effect on customer satisfaction, and brand image has a positive and significant effect on customer satisfaction. Keywords: Service quality, Trust, Brand image and Customer satisfaction. Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan, kepercayaan, citra merek dan kepuasan pelanggan. Objek penelitian ini adalah nasabah bank cimb niaga cabang tanggerang bintaro jumlah sampel yang ditentukan adalah 100 responden dengan menggunakan metode perhitungan slovin. Metode penarikan sampel menggunakan Convenience Sampling. Metode pengumpulan data menggunakan metode survey, dengan instrumen penelitian adalah kuesioner. Metode analisis data menggunakan Partial Least Square (PLS). Penelitian ini membuktikan bahwa kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan pelanggan, kepercayaan berpengaruh positif dan signifikan terhadap kepuasan pelanggan, dan citra merek berpengaruh positif dan signifikan terhadap kepuasan pelanggan. Kata kunci: Kualitas pelayanan, Kepercayaan, Citra merek, dan Kepuasan Pelanggan.

Item Type: Thesis (S2)
Call Number CD: CD/551. 20 088
Call Number: TM/51/21/082
NIM/NIDN Creators: 55118110045
Uncontrolled Keywords: Kualitas pelayanan, Kepercayaan, Citra merek, dan Kepuasan Pelanggan.
Subjects: 200 Religion/Agama > 290 Other Religions/Agama Selain Kristen > 297 Agama Islam/Islam > 297.4 Islamic law/Hukum Islam > 297.43 Muamalat/Muamalat > 297.433 Lease, Borrow-borrow, Labor, Bank, Usury, Insurance/Sewa-menyewa; Pinjam-meminjam; Perburuhan; Bank; Riba; Asuransi
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 332 Financial Economics, Finance/Ekonomi Keuangan dan Finansial, Ekonomi Biaya dan Pembiayaan
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
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional
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
Divisions: Pascasarjana > Magister Manajemen
Depositing User: Putra Arsy Anugrah
Date Deposited: 25 Apr 2022 03:48
Last Modified: 25 Apr 2022 03:48
URI: http://repository.mercubuana.ac.id/id/eprint/52744

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