pengaruh kualitas layanan elektronik dan program loyalitas terhadap loyalitas yang di mediasi oleh manfaat yang dirasakan nasabah dan di moderasi oleh gender pada bank mandiri di surabaya

yuliana solichin, alvians (2018) pengaruh kualitas layanan elektronik dan program loyalitas terhadap loyalitas yang di mediasi oleh manfaat yang dirasakan nasabah dan di moderasi oleh gender pada bank mandiri di surabaya. Undergraduate thesis, STIE PERBANAS SURABAYA.

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Abstract

the quality of electronic services and loyalty program provided by mandiri bank is a form created in order to increase customer's loyalty. however, there are still many shortcomings in an effort to maintain and improve the loyalty of customers. this is strengthened by a data from 2012 indonesian bank loyalty award, which presents statistical data during 2010, 2011 and 2012 which contains the list of the 10 big commercial bank with their best level of customer's loyalty in indonesia. for the last three years, mandiri bank experienced a decline in customer's loyalty. this condition is influenced by various factors. based on the phenomenon above, the researcher is interested to do a research related to customer's loyalty of mandiri bank with the title "the influence of electronic services quality and loyalty program on customer's loyalty mediated by customer's perceived value and moderated by gender in bank mandiri at surabaya". the instruments used in this study were spss 16.0 and warppls 5.0. this research involves 100 respondents with determined criteria. the results of this study is the ease of use from quality of electronic services has a significant positive and information quality from loyalty program has a significant positive effect on the customer’s perceived value and affect the level of loyalty that is moderated by gender.

Item Type: Thesis (Undergraduate)
Subjects: 300 - SOCIAL SCIENCE > 332.12 - BANKS & BANKING
Divisions: Bachelor of Management
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 30 Oct 2018 04:44
Last Modified: 30 Oct 2018 04:44
URI: http://eprints.perbanas.ac.id/id/eprint/3619

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