Azzahra, Salwa Sabili (2025) Analisis Pengaruh Service Quality, Perceived Value Dan Service Delivery Terhadap Customer Satisfaction Pada Nasabah Bank BCA Di Kota Surabaya. Undergraduate thesis, Universitas Hayam Wuruk Perbanas.
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Abstract
In the current era of globalization, modern life is related to internet technology which is developing rapidly in line with the times. The banking sector takes advantage and makes it an opportunity to develop its services so that they are easier for the public to use. This research aims to examine the influence of service quality, perceived value and service delivery on customer satisfaction among BCA Bank customers in the city of Surabaya. This research uses a quantitative method with non-probability sampling, namely judgment sampling. The respondents in this study are BCA Bank customers whose characteristics are at least 17 years old, BCA Bank customers for at least 1 year, BCA Bank funding customers and have used BCA Bank transaction services for at least 1 year. times in the last 3 months. The sample consisted of 300 respondents with data collection techniques through questionnaires. This research uses Structural Equation Modeling (SEM) analysis with a Partial Least Square (PLS) approach using SmartPLS version 4. The results of the research show that there is a significant positive influence on service quality, perceived value and service delivery on customer satisfaction. Keywords: Service Quality, Perceived Value, Service Delivery, Customer Satisfaction
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING |
| Divisions: | Bachelor of Management |
| Depositing User: | SALWA SABILI AZZAHRA |
| Date Deposited: | 07 Mar 2025 04:02 |
| Last Modified: | 07 Mar 2025 04:02 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/12962 |
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