Anugrah, MuhammadFany (2015) The Influence of Service Quality to Customer Satisfaction Toward Customer Loyalty in Indonesian Banking Company (A Study on Customer of PT. Bank Central Asia Borobudur Branch, Malang). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mengetahui Pengaruh Kualitas Pelayanan, Terhadap Kepuasan Nasabah dan dampaknya terhadap Loyalitas Nasabah (Studi pada PT. Bank Central Asia Tbk Borobudur Brach, Malang), Jenis penelitian ini adalah explanatory research yang menjelaskan hubungan kausal antara variabel- variabel melalui pengujian hipotesis. Teknik pengumpulan data penelitian ini menggunakan kuesioner dan studi kepustakaan. Penelitian ini menggunakan 100 sampel yang merupakan pelanggan PT. Bank Central Asia Tbk., Cabang Borobudur, Malang. Pengambilan sampel menggunakan teknik simple random sampling. Alat uji yang digunakan untuk menguji instrumen penelitian ini yaitu uji validitas, uji reliabilitas, dan uji asumsi klasik. Metode analisis yang digunakan untuk menganalisis data yang digunakan menggunakan analisis jalur (path analyze). Dari hasil penelitian yang dilakukan, diperoleh informasi bahwa kualitas pelayanan berpengaruh significant secara langsung terhadap variabel loyalitas nasabah dengan thitung 3,217. Kualitas Pelanayan juga berpengaruh significant terhadap Kepuasan Nasabah dengan thitung 9,587. Kepuasan Nasabah berpengaruh significant terhadap loyalitas nasabah dengan thitung sebesar 4.762. Sedangkan kualitas pelayanan berpengaruh terhadap Loyalitas Nasabah secara tidak langsung melalui Kepuasan Nasabah dengan nilai effect 0,324 pada PT. Bank Central Asia, TBk. Kualitas pelayanan yang baik akan membuat pelanggan merasa puas sehingga pelanggan akan merekomendasikan ke calon pelanggan lain, membicarakan hal-hal yang baik mengenai barang atau jasa tersebut, dan akan memakai produk tersebut secara jangka panjang.
English Abstract
This study aims at finding out the influence of service quality on Customer Satisfaction and its influence Toward Customer Loyalty (A Study on Customers of PT. Bank Central Asia Borobudur Branch, Malang-East Java)”.This is an explanatory research explaining the causal relationship among variables through hypotheses testing. The data collection techniques used were questionnaire and library research. This study employed 100 samples from customers of BCA Bank of Borobudur Branch Malang. The samples were taken using simple random sampling. To test the instruments, validity testing, reliability testing, and classical assumption testing were employed. The analysis method used to analyze the data was path analysis. Based on the result of the analysis, it was found out that the service quality has a direct significant influence on customers loyalty variables with tcount 3.217. Next, the service quality also significantly influences the customers satisfaction with t count 9.587.In addition, the customers satisfaction significantly influences the customers loyalty with tcount 4.762. On the other hand, service quality has an indirect influence on the customer loyalty through customer satisfaction with effect value of 0.324 on PT Bank Central Asia Tbk. Good service quality will make customers feel satisfied so that they will recommend the future customers to make use of the service from BCA Bank, say good things on the products and services given by BCA bank, and use the products from BCA bank in a long term.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FE/2015/584/ 051508418 |
| Subjects: | 600 Technology (Applied sciences) > 658 General management |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Kustati |
| Date Deposited: | 30 Nov 2015 15:54 |
| Last Modified: | 30 Nov 2015 15:54 |
| URI: | http://repository.ub.ac.id/id/eprint/108197 |
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