Larasati, Adhita (2019) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan (Studi Pada Bank Bri Unit Klojen Malang). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini memiliki tujuan untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan pelanggan dan loyalitas pelanggan. Jenis penelitian ini adalah explanatory research yang menjelaskan hubungan kausal antara variabel-variabelnya melalui pengujian hipotesis. Penelitian ini menggunakan sampel sebanyak 250 responden, responden tersebut ialah nasabah Bank BRI Unit Klojen Malang, berusia lebih atau sama dengan 18 tahun, menggunakan Teknik non-probability sampling dengan metode purposive sampling. Uji hipotesis langsung dilakukan menggunakan uji t. Analisis ini menggunakan alat uji Partial Least Square (PLS) dan dibantu oleh software SmartPLS 3.0 untuk memudahkan penelitian. Hasil analisis yang didapat dalam penelitian ini adalah Assurance berpengaruh signifikan terhadap kepuasan pelanggan, Reliability berpengaruh signifikan terhadap kepuasan pelanggan, Tangibles berpengaruh signifikan terhadap kepuasan pelanggan, Accessibility berpengaruh signifikan terhadap kepuasan pelanggan, dan kepuasan pelanggan berpengaruh signifikan terhadap loyalitas pelanggan. Hasil tersebut menunjukkan bahwa kualitas pelayanan berpengaruh signifikan terhadap kepuasan pelanggan dan loyalitas pelanggan.
English Abstract
This study aims to determine the effect of service quality on customer satisfaction and customer loyalty. This type of research is explanatory research which explains the causal relationship between the variables through hypothesis testing. This study used a sample of 250 respondents, the respondents were customers of BRI Klojen Unit Malang, aged more than or equal to 18 years. By using a nonprobability sampling technique with a purposive sampling method. Direct hypothesis testing is done using a t-test. This analysis uses the Partial Least Square (PLS) test tool and is assisted by SmartPLS 3.0 software to facilitate research. The analysis results obtained in this study are Assurance has a significant effect on customer satisfaction, Reliability has a significant effect on customer satisfaction, tangibles has a significant effect on customer satisfaction, Accessibility has a significant effect on customer satisfaction, and customer satisfaction has a significant effect on customer loyalty. These results indicate that service quality has a significant effect on customer satisfaction and customer loyalty.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FEB/2019/260/051903677 |
| Uncontrolled Keywords: | Assurance, Reliability, Tangibles, Accessibility, Kepuasan Pelanggan, Loyalitas Pelanggan / Assurance, Reliability, Tangibles, Accessibility, Customer Satisfaction, Customer Loyalty |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.83 Market research |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Endang Susworini |
| Date Deposited: | 24 Jul 2020 23:51 |
| Last Modified: | 24 Jul 2020 23:51 |
| URI: | http://repository.ub.ac.id/id/eprint/170047 |
Actions (login required)
 |
View Item |