Wibisono, Otto (2021) Analisis Pengaruh Kualitas Layanan, Penanganan Keluhan, dan Kepercayaan terhadap Loyalitas Nasabah dengan Kepuasan Nasabah sebagai Variabel Intervening pada PT. Bank Mayapada Internasional, Tbk Cabang Kapas Krampung Surabaya. Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.
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Abstract
Tujuan dari penelitian ini adalah untuk mengetahui bagaimana pengaruh kualitas layanan (X1), penanganan keluhan (X2), dan kepercayaan (X3) terhadap loyalitas nasabah (Y) dengan kepuasan nasabah (Z) sebagai variabel intervening pada PT. Bank Mayapada Internasional, Tbk cabang Kapas Krampung Surabaya. Populasi yang digunakan adalah nasabah Bank Mayapada cabang Kapas Krampung Surabaya yang memiliki minimal dua produk pada tahun 2015-2020 dengan jumlah sampel 210 nasabah. Penelitian ini menggunakan SEM-PLS dengan software smartPLS. Dari 7 hipotesis seluruhnya berpengaruh signifikan diterima. Hipotesis yang signifikan diterima yaitu kualitas layanan terhadap kepuasan nasabah, kualitas layanan terhadap loyalitas nasabah, penanganan keluhan terhadap kepuasan nasabah, penanganan keluhan terhadap loyalitas nasabah, kepercayaan terhadap kepuasan nasabah, kepercayaan terhadap loyalitas nasabah, dan kepuasan nasabah terhadap loyalitas nasabah.
| Item Type: | Thesis (Undergraduate) |
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| Uncontrolled Keywords: | kualitas layanan, penanganan keluhan, kepercayaan, kepuasan nasabah, loyalitas nasabah. |
| Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HC Economic History and Conditions |
| Divisions: | Fakultas Teknik > Program Studi Teknik Sipil |
| Depositing User: | S.E ketut mahendranata D |
| Date Deposited: | 18 Mar 2022 03:34 |
| Last Modified: | 18 Mar 2022 03:34 |
| URI: | http://repository.untag-sby.ac.id/id/eprint/15267 |
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