PENGARUH SERVICE QUALITY DAN CUSTOMER EXPERIENCE TERHADAP LOYALITAS NASABAH BANK DBS DENGAN TRUST SEBAGAI VARIABEL MEDIASI

LANTANG, LEONARDO (2020) PENGARUH SERVICE QUALITY DAN CUSTOMER EXPERIENCE TERHADAP LOYALITAS NASABAH BANK DBS DENGAN TRUST SEBAGAI VARIABEL MEDIASI. Masters thesis, Universitas Tarumanagara.

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Abstract

The purpose of this research is to verify whether 1) service quality and customer experience can affect customer loyalty of DBS bank Jakarta 2) service quality and customer experience can affect trust of customer DBS bank Jakarta 3) customer trust can affect customer loyalty of DBS bank Jakarta 4) trust can mediate the effect of service quality and customer experience on customer loyalty. Sample was selected using convenience sampling method with 151 respondents of customer DBS bank Jakarta. Data processing technique using PLS-SEM (Structural Equation Modeling) and calculated with application SmartPLS 3.3.0. The result of this research shows that 1) service quality and customer experience have positive effect to customer loyalty 2) service quality and customer experience have positive effect to customer trust 3) customer trust have positive effect to customer loyalty 4) trust can positively mediate service quality and customer experience on customer loyalty. Keywords: Service Quality, Customer Experience, Trust, Customer Loyalty

Item Type: Thesis (Masters)
Additional Information: Pembimbing: Dr. Keni, SE, MM
Uncontrolled Keywords: Service Quality, Customer Experience, Trust, Customer Loyalty
Subjects: Tesis
Tesis > Pascasarjana
Divisions: Pascasarjana
Depositing User: Pasca Perpus
Date Deposited: 21 Dec 2022 08:38
Last Modified: 21 Dec 2022 08:38
URI: http://repository.untar.ac.id/id/eprint/38062

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