Wulandari, Irma (2023) Analisis Hubungan Service Quality, Perceived Value, Customer Loyalty Dan Word Of Mouth Pada Nasabah Bank Mandiri Surabaya. Undergraduate thesis, Universitas Hayam Wuruk Perbanas Surabaya.
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Abstract
This study aims to analyze the relationship between service quality, perceived value, customer loyalty and word of mouth marketing to Bank Mandiri customers in Surabaya. The population in this study were all customers of Bank Mandiri in Surabaya. The sample in this study were 250 customers of Bank Mandiri in Surabaya. The technique chosen in this study was purposive sampling while collecting data using questionnaires which were distributed through the Google form. A total of 250 respondents participated in this study. Data were analyzed using SEM-PLS. The results showed that service quality has a significant positive effect on perceived value and customer loyalty. As well as service quality and perceived value variables have a positive and significant influence on increasing the word of mouth variable.
| 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: | IRMA WULANDARI |
| Date Deposited: | 27 Apr 2023 08:13 |
| Last Modified: | 27 Apr 2023 08:13 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/10469 |
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