Rifky R, Mareza (2017) The Influence Of Service Quality Toward Customer Satisfaction And Customer Loyalty Of Bank Mandiri Syariah Ltd. Malang. Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk menganalisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan dan Loyalitas Pelanggan Bank Mandiri Syariah Malang. Metode penelitian bersifat kuantitatif dengan explanatory research yang menjelaskan hubungan kausal antara variabel melalui pengujian hipotesis. Teknik pengumpulan data menggunakan kuesioner dan penelitian kepustakaan. Penelitian ini menggunakan 110 sampel nasabah Bank Mandiri Syariah di Malang. Sampel diambil dengan teknik purposive sampling. Instrumen uji yang digunakan untuk pengujian instrumen penelitian adalah uji validitas dan uji reliabilitas. Metode analisis yang digunakan adalah analisis model jalur dengan menggunakan SPSS 20. Hasil dalam penelitian ini menunjukkan bahwa terdapat pengaruh yang signifikan antara kualitas pelayanan terhadap kepuasan pelanggan, kepuasan pelanggan terhadap loyalitas pelanggan menunjukkan hasil yang signifikan, kualitas layanan Berpengaruh signifikan terhadap loyalitas pelanggan, baik secara tidak langsung terhadap loyalitas pelanggan melalui kepuasan pelanggan. Dan juga Bank Syariah Mandiri Ltd. harus tetap aktif dalam penelitian dan pengembangan layanan berkualitas dalam upaya memberikan kesan baik yang konsisten.
English Abstract
The research aims to analyze the Influence of Service Quality toward Customer Satisfaction and Customer Loyalty of Bank Mandiri Syariah Malang. The research method applied was quantitative with explanatory research explaining the causal relationship between the variables through hypothesis testing. The data collection techniques were using questionnaires and literature research involving 110 respondents from Bank Mandiri Syariah in Malang. Those samples were taken by using a purposive sampling technique. Test instruments used for testing the research instrument were validity test and reliability test. Furthermore, the analytical method used was path model analysis using SPSS 20. The result in this research represents a significant influence between service quality and customer satisfaction. The result surveyed the same on customer satisfaction to customer loyalty showing a significant influence. Moreover, service quality also has a significant influence either direct to customer loyalty or indirect through customer satisfaction.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FE/2017/827/051802824 |
| Uncontrolled Keywords: | Service Quality, Customer Satisfaction, Customer Loyalty, Bank Mandiri Syariah Malang |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.81 Sales management > 658.812 Customer relations |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Yusuf Dwi N. |
| Date Deposited: | 05 Apr 2018 01:53 |
| Last Modified: | 02 Nov 2021 05:49 |
| URI: | http://repository.ub.ac.id/id/eprint/9193 |
![[thumbnail of 14. Appendix.pdf]](http://repository.ub.ac.id/style/images/fileicons/text.png) |
Text
14. Appendix.pdf Restricted to Registered users only Download (1MB) |
|
Text
13. Questionnaire English.pdf Restricted to Registered users only Download (91kB) |
|
Text
5. Table of Contents and Abstract.pdf Restricted to Registered users only Download (125kB) |
|
Text
BAB I.pdf Restricted to Registered users only Download (134kB) |
|
Text
BAB II.pdf Restricted to Registered users only Download (235kB) |
|
Text
12. Questionnaire Indonesia.pdf Restricted to Registered users only Download (318kB) |
|
Text
BAB III.pdf Restricted to Registered users only Download (790kB) |
|
Text
BAB IV.pdf Restricted to Registered users only Download (2MB) |
|
Text
BAGIAN DEPAN.pdf Restricted to Registered users only Download (1MB) |
|
Text
BAB V.pdf Restricted to Registered users only Download (67kB) |
|
Text
DAFTAR PUSTAKA.pdf Restricted to Registered users only Download (122kB) |
|
Text
1. Cover.pdf Restricted to Registered users only Download (324kB) |
|
Text
2. Approval Page.pdf Restricted to Registered users only Download (275kB) |
|
Text
3. Statement of Originality.pdf Restricted to Registered users only Download (264kB) |
|
Text
4. Acknowledgement and CV.pdf Restricted to Registered users only Download (145kB) |
Actions (login required)
 |
View Item |