PENGARUH KUALITAS LAYANAN, KEPUASAN HUBUNGAN DAN KEPERCAYAAN TERHADAP E-LOYALTY NASABAH E-BANKING BANK MANDIRI DI SURABAYA

NURRIZQIYAH, LUTFI HERAWATI (2015) PENGARUH KUALITAS LAYANAN, KEPUASAN HUBUNGAN DAN KEPERCAYAAN TERHADAP E-LOYALTY NASABAH E-BANKING BANK MANDIRI DI SURABAYA. Undergraduate thesis, STIE PERBANAS SURABAYA.

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Abstract

The aim of the research was to provide evidence about the effect of quality of service, satisfaction and trust in the relationship of e-loyalty customer e-banking Bank Mandiri in Surabaya. Samples were taken by the method of judgment sampling or purposive sampling, with a sample of 74 people. The technique of collecting data is by using a questionnaire. Statistical analysis done is test validity and reliability test, test Classical Assumptions: Normality Test, test Multicollinearity, Heteroskidastity test, and Autocorrelation test. Multiple Regression Analysis is use to test the hypothesis. The results showed that the quality of service has no significant impact on e-loyalty customers’ e-banking, relationship satisfaction is significantly influential to e-loyalty customers' e-banking and trust is significant effect on e-loyalty customers’ e-banking. Keywords: service quality, relationship satisfaction, trust, e-loyalty

Item Type: Thesis (Undergraduate)
Subjects: 300 - SOCIAL SCIENCE > 332.12 - BANKS & BANKING
Divisions: Bachelor of Management
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 21 Apr 2017 07:43
Last Modified: 21 Apr 2017 07:43
URI: http://eprints.perbanas.ac.id/id/eprint/911

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