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.
![]() |
Text
ABSTRAK.pdf Download (1MB) |
![]() |
Text
BAB I.pdf Download (148kB) |
![]() |
Text
BAB II.pdf Download (429kB) |
![]() |
Text
BAB III.pdf Restricted to Repository staff only Download (99kB) |
![]() |
Text
BAB IV.pdf Restricted to Repository staff only Download (289kB) |
![]() |
Text
BAB V.pdf Download (528kB) |
![]() |
Text
BAB VI.pdf Download (131kB) |
![]() |
Text
LAMPIRAN.pdf Download (4MB) |
![]() |
Text
JURNAL.pdf Download (463kB) |
![]() |
Text
JURNAL INTERNASIONAL.pdf Download (402kB) |
![]() |
Text
JURNAL TURNITIN.pdf Download (4MB) |
![]() |
Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg Download (0B) |
![]() |
Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg Download (0B) |
![]() |
Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg Download (0B) |
![]() |
Other (Thumbnails conversion from text to thumbnail_small)
small.jpg Download (0B) |
![]() |
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![]() |
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Restricted to Repository staff only Download (0B) |
![]() |
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![]() |
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![]() |
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![]() |
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![]() |
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![]() |
Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg Download (0B) |
![]() |
Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg Download (0B) |
![]() |
Other (Thumbnails conversion from text to thumbnail_small)
small.jpg Download (0B) |
![]() |
Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg Download (0B) |
![]() |
Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg Download (0B) |
![]() |
Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg Download (0B) |
![]() |
Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg Download (0B) |
![]() |
Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg Download (0B) |
![]() |
Other (Thumbnails conversion from text to thumbnail_small)
small.jpg Download (0B) |
![]() |
Other (Thumbnails conversion from text to thumbnail_small)
small.jpg Download (0B) |
![]() |
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![]() |
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![]() |
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Restricted to Repository staff only Download (0B) |
![]() |
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Restricted to Repository staff only Download (0B) |
![]() |
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![]() |
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![]() |
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![]() |
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![]() |
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![]() |
Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg Download (0B) |
![]() |
Other (Thumbnails conversion from text to thumbnail_small)
small.jpg Download (0B) |
![]() |
Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg Restricted to Repository staff only Download (0B) |
![]() |
Other (Thumbnails conversion from text to thumbnail_small)
small.jpg Restricted to Repository staff only Download (0B) |
![]() |
Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg Download (0B) |
![]() |
Other (Thumbnails conversion from text to thumbnail_small)
small.jpg Download (0B) |
![]() |
Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg Download (0B) |
![]() |
Other (Thumbnails conversion from text to thumbnail_small)
small.jpg Download (0B) |
![]() |
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Restricted to Repository staff only Download (0B) |
![]() |
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![]() |
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![]() |
Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg Download (0B) |
![]() |
Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg Download (0B) |
![]() |
Other (Thumbnails conversion from text to thumbnail_small)
small.jpg Download (0B) |
![]() |
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![]() |
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![]() |
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![]() |
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![]() |
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![]() |
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![]() |
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![]() |
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![]() |
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![]() |
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![]() |
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![]() |
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
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) |
---|---|
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 |
Actions (login required)
![]() |
View Item |