Please use this identifier to cite or link to this item: http://repository.uinjkt.ac.id/dspace/handle/123456789/35425
Title: Analisis pengaruh relationship marketing terhadap loyalitas nasabah deangan kepuasan sebagai variabel intervening
Authors: Alief Faerizal Wikastra
Advisors: Lies Suzanawaty
Keywords: financial bonds;customer loyalty;customer satisfaction;structural bonds;social bonds
Issue Date: 8-May-2017
Publisher: Jakarta: Fakultas Ekonomi dan Bisnis UIN Syarif Hidayatullah Jakarta
Abstract: This research aims to know the influence of financial bonds, social bonds and structural bonds on the customer loyalty with satisfaction as anintervening variable , the exogenous variables that used in the research were financial bond, social bonds and structural bonds, while the intervening variable in the research was customer satisfaction and endogenous variables that used in the research was customer loyalty the research type that used was quantitative approach, the research location was at Bank Mandiri branch of Muncul, the data collection method that used was trough questionnaire, data analysis technique that used path analysis, results of path analysis showed that thefinancial bonds, social bonds and structural bondsinfluence customer satisfaction significantly about 63,5%,. Financial bonds variables influence significantly on customer satisfaction about 6,38%, Social bonds variables influence significantly on customer satisfaction about 11,70%, and structural bondsvariables influence significantly on customer satisfaction about 45,42%. The total influence of financial bonds, customer satisfaction, and structural bonds on customer loyalty are about 62,54%. Structural bonds have no direct impact on customer loyalty, meanwhile customer satisfaction influence significantly on customer loyalty about 41,47%.
URI: http://repository.uinjkt.ac.id/dspace/handle/123456789/35425
Appears in Collections:Skripsi

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