Asepta, UkiYonda (2015) Pengaruh Trust Sebagai Mediasi Corporate Image dan Kualitas Layanan Terhadap Loyalitas Pelanggan Nasabah AJB Bumiputera 1912 di Malang. Magister thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk menganalisis mengenai pengaruh corporate image dan kualitas layanan secara langsung terhadap loyalitas pelanggan serta pengaruh corporate image dan kualitas layanan terhadap loyalitas pelanggan melalui trust. Penelitian ini dilaksanakan dengan meminta pendapat nasabah AJB Bumiputera 1912 Cabang Celaket Malang dengan menjawab kuesioner yang diberikan mengenai variabel corporate image, kualitas layanan, trust dan loyalitas pelanggan. Jumlah sampel dalam penelitian ini sebanyak 107 responden. Alat analisis yang digunakan dalam penelitian ini adalah analisis jalur. Hasil analisis data menyatakan corporate image tidak berpengaruh signifikan secara langsung terhadap loyalitas pelanggan, kualitas layanan berpengaruh signifikan secara langsung terhadap loyalitas pelanggan. Corporate image dan kualitas layanan berpengaruh signifikan terhadap loyalitas pelanggan melalui trust.
English Abstract
This study aims to analyze influence of corporate image and quality services directly to customer loyalty and influence of corporate image and service quality on customer loyalty through trust. This research was conducted by asking AJB Bumiputera 1912 Celaket Branch Office Malang customers opinion with answering questionnaires given variables of corporate image, service quality, trust and customer loyalty. Respondent amount on this research is 107 respondents. Analysis data used is Path Analysis. As a result, this study argued that direct correlation between corporate image and customer loyalty was insignificant. direct effect of service quality on customer loyalty was significant. effect of trust as a mediate between corporate image and service quality on customer loyalty was significant.
| Item Type: | Thesis (Magister) |
|---|---|
| Identification Number: | TES/658.401 3/ASE/p/041502642 |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.4 Executive management |
| Divisions: | S2/S3 > Magister Manajemen, Fakultas Ekonomi dan Bisnis |
| Depositing User: | Samsul Arifin |
| Date Deposited: | 16 Apr 2015 11:07 |
| Last Modified: | 16 Apr 2015 11:07 |
| URI: | http://repository.ub.ac.id/id/eprint/159616 |
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