Pengaruh kualitas layanan terhadap loyalitas Pengguna mobile banking bank bni di Surabaya yang dimediasi oleh Gengsi merek, risiko yang Dirasakan dan biaya Pengganti

Anggriatama, Dendi Vio (2018) Pengaruh kualitas layanan terhadap loyalitas Pengguna mobile banking bank bni di Surabaya yang dimediasi oleh Gengsi merek, risiko yang Dirasakan dan biaya Pengganti. Undergraduate thesis, STIE PERBANAS SURABAYA.

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Abstract

The purpose of this study is the effect of service quality to mobile banking user loyalty in Surabaya bank mediated by brand prestige, perceived risk and swicthing cost, data used is primary data and data collection method with the distribution of respondents to the respondents. The analysis technique using PLS weft using the questionnaire that has been distributed to the respondentsquality of service influential Positive to Loyalty, Quality of service influential Positive to brand prestige, Quality of service positively affect to switching cost, brand prestige positively affect the perceived risk, brand prestige negatively affect customer loyalty, switching cost positively affect Loyalty, perceived risk positively influence to loyalty, brand prestige positively influence to customer loyalty which is full mediated by perceived risk, Service Quality positively influence to partial mediated loyalty by brand prestige, Quality of Service positively influence to partially mediated loyalty by switching cost. Keyword : service quality, loyality, brand prestige, perceived risk, switching cost

Item Type: Thesis (Undergraduate)
Subjects: 300 - SOCIAL SCIENCE > 332.12 - BANKS & BANKING
Divisions: Bachelor of Management
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 15 Jan 2019 01:51
Last Modified: 15 Jan 2019 01:51
URI: http://eprints.perbanas.ac.id/id/eprint/3878

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