JULIANA, JULIANA (2019) PREDIKSI KUALITAS PELAYANAN DAN KEPERCAYAAN TERHADAP LOYALITAS NASABAH BCA DI JAKARTA: KEPUASAN NASABAH SEBAGAI VARIABEL MEDIASI. Skripsi thesis, Universitas Tarumanagara.
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Abstract
The purpose of this research is to examine whether 1) service quality and trust can predict customer loyalty of BCA in Jakarta, 2) servie quality and trust 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 and trust on customer loyalty of BCA in Jakarta. The populations of this research are the customer who has been a BCA customer for more than one year. The samples are 153 respondents by online questionnaires with the nonprobability sampling technique with convenience sampling. Overall, the result of this study are 1) service quality and trust can not positively and significantly predict customer loyalty of BCA in Jakarta, 2) service quality and trust can positively and significantly predict customer satisfaction of BCA in Jakarta, 3) customer satisfaction can positively and significantly predict customer loyalty of BCA in Jakarta, 4) customer satisfaction can mediate the positive prediction of service quality and trust on customer loyalty of BCA in Jakarta. Pembimbing: Keni, S.E., M.M., Dr.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Subjects: | Skripsi/Tugas Akhir Skripsi/Tugas Akhir > Fakultas Ekonomi |
| Divisions: | Fakultas Ekonomi > Manajemen |
| Depositing User: | FE Perpus |
| Date Deposited: | 02 Jul 2021 04:36 |
| Last Modified: | 02 Jul 2021 04:36 |
| URI: | http://repository.untar.ac.id/id/eprint/31520 |
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