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PENGARUH KEDEKATAN HUBUNGAN DAN KUALITAS LAYANAN TERHADAP KEPUASAN SERTA DAMPAKNYA PADA LOYALITAS NASABAH KREDIT BANK MANDIRI CABANG DIPONEGORO

YUANDA, MUHAMMAD LUKMAN TAUFIQ (2013) PENGARUH KEDEKATAN HUBUNGAN DAN KUALITAS LAYANAN TERHADAP KEPUASAN SERTA DAMPAKNYA PADA LOYALITAS NASABAH KREDIT BANK MANDIRI CABANG DIPONEGORO. Masters thesis, STIE PERBANAS SURABAYA.

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Abstract

Based on data from credit sales turnover Diponegoro Branch Bank Mandiri Surabaya in 2012 shows that there is a serious problem in Bank Mandiri Surabaya that must be addressed related to the quality of service. Phenomenon that occurs at this time is still many complaints from subscribers to services provided by the Bank relating to service dissatisfaction. This study aimed to determine the effect of relationship closeness, quality of service (security effectiveness, access, cost, keterwujudan, portfolio services, and reliability ) of the impact on customer satisfaction and customer loyalty in Bank Mandiri Surabaya Branch Diponegoro. The data used are primary data is data obtained by distributing questionnaires to the Customer Credit Bank Mandiri Surabaya Branch Diponegoro a sample. Measurement scale used is the Likert scale measurement techniques with levels 1-5. Technique of sampling using probability sampling , simple random sampling method is the selection of a random sample , in which all members of the population gets the same opportunity to become members of the sample. SEM sampling based on the assumption that the sample size is 5-10 times the estimated parameters. In this study, there are 27 indicators, so that the sample is estimated that between 135-270. The sample size in this study was 135 respondents. The analysis technique used is the SEM to see the effect of relationship closeness and quality of service (security effectiveness, access, cost, keterwujudan, portfolio services, and reliability) of the impact on customer satisfaction and customer loyalty in Bank Mandiri Surabaya Branch Diponegoro. The test results in this study indicate that close relationship has a positive effect on customer satisfaction and its impact on customer loyalty in Bank Mandiri Surabaya Branch Diponegoro, quality of service (security effectiveness, access, cost, keterwujudan, portfolio services, and reliability) has a positive effect on customer satisfaction and impact on customer loyalty in Surabaya Diponegoro Bank Branch, as well as customer satisfaction has a positive effect on customer loyalty in Bank Mandiri Surabaya Branch Diponegoro. Keywords: Proximity Relations, Service Quality, Customer Satisfaction and Customer Loyalty

Item Type: Thesis (Masters)
Subjects: 300 - SOCIAL SCIENCE > 332.17 - BANKING SERVICES
Divisions: Magister of Management
Depositing User: Perpustakaan Universitas Hayam Wuruk Perbanas Surabaya
Date Deposited: 21 Jul 2016 08:41
Last Modified: 04 Dec 2017 00:19
URI: http://eprints.perbanas.ac.id/id/eprint/77

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