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Analisis Hubungan Antara Persepsi Nilai, Kepercayaan, Kepuasan Pelanggan dan Loyalitas Pelanggan pada Bank Syariah Mandiri di Surabaya

Aini, Dianatul (2020) Analisis Hubungan Antara Persepsi Nilai, Kepercayaan, Kepuasan Pelanggan dan Loyalitas Pelanggan pada Bank Syariah Mandiri di Surabaya. Undergraduate thesis, STIE Perbanas Surabaya.

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Abstract

This study aims to determinate to anlysis of the relationship between perceived value, trust, customer satisfaction, and customer loyalty on the Mandiri Syariah Bank in Surabaya. The sampling technique used in this study uses purposive sampling. The technique in collection data in the study used a questionnaire with 100 respondent distributed in the area of Surabaya using google forms. Data analysis techniques in study used descriptive analysis and statistical analysis supported by WarpPLS 6.0. Independent variable in this study is the perceived value and trust. And the dependent variable is customer satisfaction and customer loyalty. The results of this study are perceived value, trust, customer satisfaction and customer loyalty have a significant influence on Mandiri Syariah Bank in Surabaya. Keywords: Perceived Value, Trust, Customer Satisfaction, Customer Loyalty

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Bachelor of Management
Depositing User: DIANATUL AINI
Date Deposited: 13 Jan 2021 22:50
Last Modified: 13 Jan 2021 22:50
URI: http://eprints.perbanas.ac.id/id/eprint/7347

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