Kirana, Meilynda Putri (2023) Analisis Pengaruh Service Quality, Customer Trust, Customer Engagement Terhadap Customer Loyalty Pada Nasabah Bca Di Surabaya. Undergraduate thesis, Universitas Hayam Wuruk Perbanas.
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Abstract
This study aims to examine the analysis of the relationship between service quality, customer trust, customer engagement and customer loyalty for BCA customers in Surabaya. The sample in this study were 266 respondents who were customers of Bank Central Asia in Surabaya who had at least 17 years of age. The analysis technique used in this study was purposive sampling using Structural Equation Modeling-Partial Least Square (SEM-PLS) with Smart-PLS3 to test instruments and hypotheses. The results of this study show that service quality has a significantly positive effect on customer trust, this study shows that service quality has a significantly positive effect on customer loyalty, this study finds that service quality has a significantly positive effect on customer engagement, this research has a significant positive effect on customer trust positively significant to customer loyalty. The last result of this study also shows that customer engagement has a significant positive effect on customer loyalty. Keyword : Service Quality, Customer Trust, Customer Engagement, Customer Loyalty, Bank BCA
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 300 - SOCIAL SCIENCE > 330 - 339 ECONOMICS > 330 - ECONOMICS 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING |
| Divisions: | Bachelor of Management |
| Depositing User: | MEILYNDA PUTRI KIRANA |
| Date Deposited: | 14 Jul 2025 04:03 |
| Last Modified: | 14 Jul 2025 04:03 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/13578 |
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