Pengaruh Kualitas Pelayanan Terhadap Kepercayaan Dengan Di Mediasi Oleh Citra Bank Dan Kepuasan Bagi Nasabah Internet Banking Bni Surabaya

Maharani, Oktavia (2017) Pengaruh Kualitas Pelayanan Terhadap Kepercayaan Dengan Di Mediasi Oleh Citra Bank Dan Kepuasan Bagi Nasabah Internet Banking Bni Surabaya. Undergraduate thesis, STIE Perbanas Surabaya.

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Abstract

One of electronic banking media which provided by bank is internet banking. Internet banking is provided to simplify the customer do banking transactions quickly and efficiently. This research aims to analyze the influence of the service quality of trust that mediated by the image of the bank and the customer satisfaction of BNI’s internet banking in Surabaya. The sample used in this study is the internet banking customer of BNI in Surabaya city. The number of samples used in as many as 80 respondents obtained from offline questionnaire and use the techniques of purposive sampling. Analysis tool used the smartPLS program (Partial Least Square) version 2.0. The results of the research show that the bank's influential positive imagery variables are not significantly to confidence, satisfaction the positive effect is not significantly to confidence, quality of services positive effect significantly to the bank's image, service quality and the positive effect is not significantly to satisfaction. Keyword : Brand Trust, Celebrity Endorsement, Brand Satisfaction, Brand Loyalty

Item Type: Thesis (Undergraduate)
Subjects: 300 - SOCIAL SCIENCE > 332.12 - BANKS & BANKING
Divisions: Bachelor of Management
Depositing User: Magang Magang
Date Deposited: 18 Nov 2019 07:17
Last Modified: 18 Nov 2019 07:17
URI: http://eprints.perbanas.ac.id/id/eprint/4620

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