Pengaruh Kualitas Layanan Dan Kepuasan Nasabah Terhadap Loyalitas Nasabah Bank Syariah Mandiri Di Surabaya

Ardhan, Hayqal Tofani (2019) Pengaruh Kualitas Layanan Dan Kepuasan Nasabah Terhadap Loyalitas Nasabah Bank Syariah Mandiri Di Surabaya. Undergraduate thesis, STIE Perbanas Surabaya.

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Abstract

This study aims to determine the effect of Service Quality and Customer Satisfaction on Bank Syariah Mandiri Customer loyalty in Surabaya. This research is descriptive, a large sample in this study consisted of 100 respondents from Bank Syariah Mandiri. Sampling is done through purposive sampling. Data collection is done by distributing questionnaires. This research was conducted using WarpPLS 6.0. Service quality has a non-significant effect such as Customer Loyalty. Service quality has a significant effect on Customer Satisfaction. Customer Satisfaction has a significant influence on Customer Loyalty. Keyword: Service Quality, Customer Satisfaction, Customer Loyalty

Item Type: Thesis (Undergraduate)
Subjects: 300 - SOCIAL SCIENCE > 332.12 - BANKS & BANKING
Divisions: Bachelor of Islamic Economic
Depositing User: HAYQAL TOFANI ARDHAN
Date Deposited: 16 Dec 2019 02:16
Last Modified: 16 Dec 2019 02:16
URI: http://eprints.perbanas.ac.id/id/eprint/5661

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