Pengaruh Kualitas Layanan Internet Banking dan Kepuasan Terhadap Loyalitas Nasabah Internet Banking Bank Mandiri di Surabaya

Rama, Satya (2018) Pengaruh Kualitas Layanan Internet Banking dan Kepuasan Terhadap Loyalitas Nasabah Internet Banking Bank Mandiri di Surabaya. Undergraduate thesis, STIE Perbanas Surabaya.

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Abstract

The purpose of this research is to decide the effect of internet banking service quality and customer satisfaction on the loyalty of online banking customers in Surabaya. This research uses descriptive research method. This study uses the opinions of consumers by distributing questionnaires to respondents in order to obtain data, then the data is used as research samples. Based on data collection, this research is quantitative reseach. The result of this study are service quality and customer satisfaction variables have a significant positive effect on customer loyalty of Mandiri internet banking users in Surabaya. Keywords: Service Quality, Customer Loyalty

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: 03 Dec 2019 09:01
Last Modified: 03 Dec 2019 09:01
URI: http://eprints.perbanas.ac.id/id/eprint/4352

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