Pengaruh kualitas layanan terhadap loyalitaspengguna M-banking bank bca di surabaya yang dimediasioleh Gengsi merek,risiko yang dirasakan, Dan komitmen

Lavenia, Windi Mega (2018) Pengaruh kualitas layanan terhadap loyalitaspengguna M-banking bank bca di surabaya yang dimediasioleh Gengsi merek,risiko yang dirasakan, Dan komitmen. Undergraduate thesis, STIE PERBANAS SURABAYA.

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Abstract

The purpose of this research was to investigate the relationships between service quality,brand prestige, perceived risk,and commitment. A review of the current literature in these areas revealed ten theoretical hypotheses, from which the authors derived a structural model. The model was tested utilizing data collected from 146 customer. Data analysis indicates that service quality a positive impact on customer loyalty,service quality to brand prestige. Also, it was revealed that perceived riskand commitment identification have positive impact on customer loyalty. In addition, it was found that brand prestige is negative impact on customer loyalty. The instrument that used on this research are SPSS 23.0 and WarpPLS 5.0. The model verified in this study is the first that explains the formation of service quality, brand prestige, perceived risk,commitment and their impacts on customer loyalty. Keyword :Brand prestige, perceived risk,commitment,Customer Loyalty on BCA Mobile

Item Type: Thesis (Undergraduate)
Subjects: 300 - SOCIAL SCIENCE > 332.12 - BANKS & BANKING
Divisions: Bachelor of Management
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 14 Jan 2019 08:07
Last Modified: 14 Jan 2019 08:07
URI: http://eprints.perbanas.ac.id/id/eprint/3867

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