KRIESNANDA, PRISKA AYU (2017) PENGARUH TEKNOLOGI LAYANAN MANDIRI, TAKTIK PEMASARAN RELASIONAL, HUBUNGAN PEMASARAN TERHADAP LOYALITAS NASABAH DENGAN MEDIASI KEPUASAN NASABAH DALAM PENGGUNAAN MOBILE BANKING BANK BRI DI MAKASSAR. Undergraduate thesis, STIE PERBANAS SURABAYA.
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Abstract
This study aimed to analyze the self - service technology, tactics relational marketing, relationship marketing on customer loyalty with the mediation of customer satisfaction in the use of mobile banking. The analytical method used is quantitative method is by using PLS, with the aim to describe the actual state of the research object, namely to determine the effect of self - service technology, relationship marketing tactics and relationship marketing on customer loyalty mediated by customer satisfaction. The results of this study indicate that self - service technology is not significant positive effect on customer satisfaction, while relationship marketing tactics and relationship marketing has a significant positive effect on costumer satisfaction. Keywords : Self Service Technology, Tactics Relational Marketing, Relationship Marketing, Customer Satisfaction, Customer Loyalty.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 300 - SOCIAL SCIENCE > 330 - 339 ECONOMICS > 332 - FINANCIAL ECONOMICS > 332.12 - BANKS & BANKING |
| Divisions: | Bachelor of Management |
| Depositing User: | Perpustakaan Universitas Hayam Wuruk Perbanas |
| Date Deposited: | 31 Aug 2017 07:10 |
| Last Modified: | 31 Aug 2017 07:10 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/2964 |
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