Permatasari, Anggun (2020) Analisis Hubungan antara Kualitas Layanan, Pengalaman Layanan, Kenyamanan Layanan, Kepuasan Pelanggan dan WOM Bank Syariah Mandiri di Surabaya. Undergraduate thesis, STIE Perbanas Surabaya.
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Abstract
This study aims to determine the analysis of the relationship between service quality, service experience, service convenience, customer satisfaction and WOM. The sample used by this study were hundred respondents of Bank Syariah Mandiri customers in Surabaya. The data collection method used in this study used a questionnaire with google form media. The analysis technique in this study uses WarpPLS Structural Equation 6.0. The results of this study indicate that the analysis of service quality, service experience, service convenience, customer satisfaction, WOM positive and significant effect.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING |
| Divisions: | Bachelor of Management |
| Depositing User: | ANGGUN PERMATA SARI |
| Date Deposited: | 02 Dec 2020 07:58 |
| Last Modified: | 02 Dec 2020 07:58 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/7264 |
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