Pengaruh kualitas program loyalitas dan layanan elektronik terhadap loyalitas dimediasi manfaat yang dirasakan dan dimoderasi oleh gender pada nasabah bank katagori bumn di wilayah surabaya

Coraraimamanurung, Cyndi (2018) Pengaruh kualitas program loyalitas dan layanan elektronik terhadap loyalitas dimediasi manfaat yang dirasakan dan dimoderasi oleh gender pada nasabah bank katagori bumn di wilayah surabaya. Undergraduate thesis, STIE PERBANAS SURABAYA.

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Abstract

This research was conducted to find out the level of customer loyalty with the influence of loyalty and electronic service quality mediated by the perceived value at BUMN Bank customers and will be moderated by gender. This research was conducted to 145 respondents who follow loyalty point program at BUMN Bank in Surabaya area. The research is conducted to identify the influence of policies and rewards that are contained in the loyalty program and the ease of use and security that are found in the quality of electronic services that affect the perceived value and then perceived value affect loyalty. The result of this research is all the variables have an effect. Policies, rewards, ease of use, security affect perceived value. Perceived value affect loyalty. And gender moderates the relationship between perceived value and loyalty. Keywords : Electronic Services Quality, Loyalty Program, Loyalty

Item Type: Thesis (Undergraduate)
Subjects: 300 - SOCIAL SCIENCE > 332.12 - BANKS & BANKING
Divisions: Bachelor of Management
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 17 Jan 2019 07:30
Last Modified: 17 Jan 2019 07:30
URI: http://eprints.perbanas.ac.id/id/eprint/4051

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