SERVICE QUALITY, PERCEIVED PRICE AND FAIRNESS, DAN SERVICE CONVENIENCE UNTUK MEMPREDIKSI CUSTOMER LOYALTY BCA DI JAKARTA: CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIASI

Halim, Myra (2017) SERVICE QUALITY, PERCEIVED PRICE AND FAIRNESS, DAN SERVICE CONVENIENCE UNTUK MEMPREDIKSI CUSTOMER LOYALTY BCA DI JAKARTA: CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIASI. Skripsi thesis, Universitas Tarumanagara.

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Abstract

The purpose of this research are to examine whether 1) service quality, perceived price and fairness, and service convenience can predict customer loyalty of BCA in Jakarta, 2) service quality, perceived price and fairness, and service convenience can predict customer satisfaction of BCA in Jakarta, 3) customer satisfaction can predict customer loyalty of BCA in Jakarta and 4) customer satisfaction can mediate service quality, perceived price and fairness, and service convenience on customer loyalty of BCA in Jakarta. The populations of this research are BCA’s customers in Jakarta. The samples are 200 respondents by online questionnares with the nonprobability sampling technique with convenience sampling. Overall, the results of this study are 1) service quality and service convenience positively and significantly predict on customer loyalty, but perceived price and fairness are negatively and non significantly predicted on customer loyalty, 2) service quality and service convenience positively and significantly predicted on customer satisfaction, but perceived price and fairness are negatively and non significantly predicted on customer satisfaction, 3) customer satisfaction is positively and significantly predicted on customer loyalty of BCA customers in Jakarta and 4) customer satisfaction can mediate the predict of service quality, perceived price and fairness, and service convenience on customer loyalty of BCA’s customers in Jakarta.

Item Type: Thesis (Skripsi)
Subjects: Skripsi/Tugas Akhir
Skripsi/Tugas Akhir > Fakultas Ekonomi
Divisions: Fakultas Ekonomi > Manajemen
Depositing User: FE Perpus
Date Deposited: 03 May 2021 03:54
Last Modified: 03 May 2021 03:54
URI: http://repository.untar.ac.id/id/eprint/27053

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