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Pengaruh Kualitas Layanan, Kualitas Produk Dan Citra Merek Terhadap Kepuasan Pelanggan Bank Muamalat Kantor Cabang Pembantu Rungkut Surabaya

Aisyah, Ainin Nur (2019) Pengaruh Kualitas Layanan, Kualitas Produk Dan Citra Merek Terhadap Kepuasan Pelanggan Bank Muamalat Kantor Cabang Pembantu Rungkut Surabaya. Undergraduate thesis, STIE Perbanas Surabaya.

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Abstract

Service Quality, Product Quality and Brand Image of Bank Muamalat Customer Satisfaction sub-brach Office Rungkut Surabaya. This research aims to analyze whether there is a relationship between service quality, product quality and brand image on customer satisfaction. Dependent variables of this research are Customer Satisfaction and Independent Variables of this research, namely Service Quality, Product Quality and Brand Image.The Method of variables in this research using a Likertscale by giving a score of one to five with a score of 1, which is strongly disagree, score 2 is disagree, score 3 is enough to agree, score 4 is agree, score 5 is strongly agree. Sample collection technique in this research by distributing questionnaires.This research uses quantitative methods. The measuring instrument used in this research uses WarpPLS. The data were collected by distributing questionnaires. This research used WarpPLS 6.0 test tool.The WarpPLS in this research used SEM Methode. Key words: Service Quality, Product Quality, Brand Image, Customer Saisfaction.

Item Type: Thesis (Undergraduate)
Subjects: 300 - SOCIAL SCIENCE > 332.17 - BANKING SERVICES
Divisions: Bachelor of Islamic Economic
Depositing User: Perpustakaan Universitas Hayam Wuruk Perbanas Surabaya
Date Deposited: 26 Sep 2019 07:00
Last Modified: 26 Sep 2019 07:00
URI: http://eprints.perbanas.ac.id/id/eprint/4750

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