Electronic Theses and Dissertation
Universitas Syiah Kuala
SKRIPSI
EFEK MEDIASI KEPUASAN DAN REPUTASI BANK PADA PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH (STUDI KASUS BANK SYARIAH MANDIRI CABANG BANDA ACEH)
Pengarang
AZMI ATI - Personal Name;
Dosen Pembimbing
Nomor Pokok Mahasiswa
1501104010061
Fakultas & Prodi
Fakultas Ekonomi dan Bisnis / Ekonomi Islam (S1) / PDDIKTI : 60202
Kata Kunci
Penerbit
Banda Aceh : FAKULTAS EKONOMI BISNIS UNIVERSITAS SYIAH KUALA., 2019
Bahasa
Indonesia
No Classification
658.312 5
Literature Searching Service
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ABSTRACT
This study to determine the effect of service quality on customer loyalty and to find out how a mediation variables such as bank’s reputation and custumer satisfaction effect on service quality and customer loyalty. The samples on this research were 160 respondent and all of which were customer of Bank of Syariah Mandiri Banda Aceh. Structural Equation Model (SEM) using Amos application was used as the metode of this research. The result of this research indicate that service quality significantly effected both of bank’s reputation and customer satisfaction, but did not effect on customer loyalty. The other side, both of mediation variables such as customer satisfaction effected on customer loyalty. The conclusion was the service quality will affect significantly the customer loyalty if only with customer satisfaction variables. It is expected the leadership of Bank Syariah Mandiri Banda Aceh continues to improve customer satisfiction customers become confident of continuing to use the products that are taught by the Bank Syariah Mandiri Banda Aceh.
Keywords: service quality, bank’s reputation, customer satisfaction and customer loyalty.
Tidak Tersedia Deskripsi
PENGARUH CORPORATE SOCIAL RESPONSIBILITY (CSR) TERHADAP CORPORATE REPUTATION DAN BRAND EQUITY PT. BANK ACEH SYARIAH DENGAN TRUST DAN CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIASI (Citra Muliani, 2019)
PENGARUH KUALITAS PELAYANAN, BAURAN PEMASARAN, DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH DI PT. BANK ACEH SYARIAH (Faiz Abrar, 2019)
PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP KEPUASAN NASABAH DAN DAMPAKNYA TERHADAP LOYALITAS NASABAH PADA PT. BANK RAKYAT INDONESIA (PERSERO), TBK KANTOR CABANG PEMBANTU BENER MERIAH (Yunanda Eka Putra, 2018)
PENGARUH KUALITAS PRODUK DAN KEPERCAYAAN TERHADAP KEPUASAN DAN IMPLIKASINYA PADA LOYALITAS NASABAH PT. BANK ACEH SYARIAH CABANG JANTHO KABUPATEN ACEH BESAR (IAN FAHMI, 2021)
PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP KEPUASAN SERTA DAMPAKNYA PADA LOYALITAS NASABAH JASA PERBANKAN DI BANDA ACEH (Ramzan Royadi, 2015)