Indah, Indah (2026) Pengaruh Kualitas Layanan, Persepsi Nilai, Dan Kepuasan Nasabah Terhadap Loyalitas Nasabah Bank Mandiri Di Pamekasan. Masters thesis, Universitas Hayam Wuruk Perbanas.
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Abstract
The purpose of this research was to test and analyze the effect of service quality, perceived value, and customer satisfaction on Bank Mandiri customer loyalty in Pamekasan. The sample consists of 200 respondents collected through questionnaires in Pamekasan who have the characteristics of at least 17 years old, customers who deposit funds in the bank, and have been Mandiri bank customers for at least 1 year. This study analyzes descriptive using SPSS 26 software and analyzes statistics using Smart-PLS 3 software and uses the distribution of questionnaires in the form of google forms for data collection. The results of this study indicate that there is a significant positive influence between service quality and customer satisfaction. This study further shows that there is a significant positive influence between service quality and customer loyalty. This study also shows that there is a significant positive effect of perceived value with customer satisfaction. This study shows that there is a significant positive influence between perceived value and customer loyalty. The last result of this study is that customer satisfaction has a significant positive effect on customer loyalty. Keywords: Service Quality, Perceived Value, Customer Satisfaction, Customer Loyalty
| Item Type: | Thesis (Masters) |
|---|---|
| Subjects: | 300 - SOCIAL SCIENCE > 330 - 339 ECONOMICS > 332 - FINANCIAL ECONOMICS > 332.17 - BANKING SERVICES |
| Divisions: | Magister of Management |
| Depositing User: | INDAH INDAH |
| Date Deposited: | 10 Apr 2026 04:11 |
| Last Modified: | 10 Apr 2026 04:11 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/14060 |
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