Pengaruh Kepuasan terhadap Loyalitas, Kesediaan Membayar Lebih dan WOM pada Nasabah Bank BCA

Rahman, Amadeo (2019) Pengaruh Kepuasan terhadap Loyalitas, Kesediaan Membayar Lebih dan WOM pada Nasabah Bank BCA. Undergraduate thesis, STIE Perbanas Surabaya.

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Abstract

This study aims to analyze the effect of satisfaction on loyalty, willingness to pay more and WOM to Bank Central Asia (BCA) customers. To achieve this goal, a questionnaire was developed with an item size that captures the construct of the variable. In this study using 150 respondents and data collection methods in this study using a questionnaire. This study uses Warp PLS 6.0 as a test tool. Data analysis techniques in this study used Partial Least Square (PLS), with the alternative method of Structural Equation Modeling (SEM) analysis. The sampling technique uses purposive sampling on Bank Central Asia (BCA) customers. While the sampling technique uses nonprobability sampling technique. The results of this study indicate that satisfaction has a significant effect on loyalty, satisfaction has an effect but not significantly on WOM, loyalty has an effect on willingness to pay more and WOM to Bank Central Asia (BCA) customers. Keywords: Satisfaction, Loyalty, Willingness to Pay More, WOM.

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Bachelor of Management
Depositing User: AMADEO RAHMAN
Date Deposited: 17 Dec 2020 06:09
Last Modified: 17 Dec 2020 06:09
URI: http://eprints.perbanas.ac.id/id/eprint/7338

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