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Title: Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Serta Dampaknya Terhadap Loyalitas Nasabah
Authors: Muhammad Setiawan
Advisors: Leis Suzanawaty
Keywords: Service Quality;Customer Loyalty;Customer Satisfaction
Issue Date: 11-Oct-2016
Publisher: Jakarta: Fakultas Ekonomi dan Bisnis UIN Syarif Hidayatullah Jakarta
Abstract: This study was conducted to analyze the effect of service quality on customer satisfaction and its impact on customer loyalty BSM case study on the Jakarta branch. This study used purposive sampling with 65 respondents Jakarta branch BSM customers who open an account at the branch office in Jakarta at least 1 year of account opening. The analytical method used in this research is path analysis. The findings of this study indicate that the variable quality of service significantly influence customer satisfaction of 58.6%. Variable quality of service does not affect the customer loyalty variable. Variables affect customer satisfaction on customer loyalty by 54.4%. The net effect of variables of service quality and customer satisfaction on customer loyalty after Trimming test of 86.3%
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