Please use this identifier to cite or link to this item:
|Title:||Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Serta Dampaknya Terhadap Loyalitas Nasabah|
|Keywords:||Service Quality;Customer Loyalty;Customer Satisfaction|
|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%|
|Appears in Collections:||Skripsi|
Items in UINJKT-IR are protected by copyright, with all rights reserved, unless otherwise indicated.