PERWIRA, BAYU CANDRA (2013) PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL MEDIASI PADA BANK MANDIRI SURABAYA. Undergraduate thesis, STIE PERBANAS SURABAYA.
|
Text
ARTIKEL ILMIAH.pdf Download (409kB) | Preview |
|
|
Text
COVER.pdf Download (471kB) | Preview |
|
|
Text
BAB I.pdf Download (315kB) | Preview |
|
|
Text
BAB II.pdf Download (279kB) | Preview |
|
![[img]](http://eprints.perbanas.ac.id/style/images/fileicons/text.png) |
Text
BAB III.pdf Restricted to Registered users only Download (240kB) |
|
|
Text
BAB IV.pdf Restricted to Registered users only Download (389kB) |
|
|
Text
BAB V.pdf Download (117kB) | Preview |
|
|
Text
LAMPIRAN.pdf Restricted to Registered users only Download (1MB) |
Abstract
This research is in the background by the phenomenon of competitive banking industry in order to gain customer loyalty. Bank Mandiri need to maximize the quality of service in order to increase the level of customer satisfaction, which in turn will make the customers become loyal even increase the number of clients, it needs to be done by the Bank if it wants to win the competition and become the market leader in the banking industry. A banking company that is able to offer excellence through outstanding service, ultimately to influence attitudes to loyal customers of a banking company. Specifically, this study aimed to determine the effect of service quality on customer loyalty with customer satisfaction as a mediating variable in Surabaya Bank. After conducting a literature review and formulation of hypotheses, data were collected through questionnaire method on 100 respondent Bank customers who use the services of savings products and objects to be examined are Bank Mandiri in Surabaya. The analysis tools are path analysis (Path Analysis). The hypothesis raised in this study are as follows: 1) The quality of service affects customer satisfaction Bank Surabaya, 2) quality of service affects customer loyalty Bank Surabaya, 3) customer satisfaction affects customer loyalty Bank Surabaya, 4) service quality affects customer loyalty with customer satisfaction as a mediating variable in Surabaya Bank. Keyword: Service quality, Satisfaction, Cutomer loyalty, Path Analysis.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 300 - SOCIAL SCIENCE > 330 - 339 ECONOMICS > 332 - FINANCIAL ECONOMICS > 332.17 - BANKING SERVICES |
| Divisions: | Bachelor of Management |
| Depositing User: | Perpustakaan Universitas Hayam Wuruk Perbanas |
| Date Deposited: | 16 May 2017 02:35 |
| Last Modified: | 16 May 2017 02:35 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/1217 |
Actions (login required)
 |
View Item |