Pengaruh Kepuasan Terhadap Loyalitas Nasabah Mobile Banking Dengan Mediasi Keluhan Pada Nasabah Bank BNI di Surabaya

Padmasari, Karina Ayu (2018) Pengaruh Kepuasan Terhadap Loyalitas Nasabah Mobile Banking Dengan Mediasi Keluhan Pada Nasabah Bank BNI di Surabaya. Undergraduate thesis, STIE Perbanas Surabaya.

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Abstract

Purpose of this study is to examine the effect of satisfaction on loyalty and to determine the mediation effect of complaints to customers of Bank Negara Indonesia in Surabaya. This research is quantitative research with questionnaires measured by Likert Scale and distributed to as many as 120 respondents. Data analysis technique used is Partial Least Square. The results showed that customer satisfaction has a direct effect of -0.378 to customer complaints. This influence is negative and significant due to the significance level < 0.001. customer satisfaction has a direct effect of 0.385 to Customer Loyalty. This influence is positive and significant due to the significance level < 0.001. Customer complaint have a direct effect of -0.156 on Customer Loyalty. This effect is negative and significant due to the significance level of 0.039 (P < 0.05). VAF calculation results in the role of customer complaints mediation gives VAF results of 0.118. This show that customer complaints have no mediation effect because calculation of VAF has rating smaller than 20%. Keywords : satisfaction, complaint, loyalty, BNI

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Bachelor of Management
Depositing User: Magang Magang
Date Deposited: 10 Dec 2019 05:01
Last Modified: 10 Dec 2019 05:01
URI: http://eprints.perbanas.ac.id/id/eprint/4320

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