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Title: | Pengaruh Kualitas Pelayanan terhadap Loyalitas Nasabah Pada PT. Bank Rakyat Indonesia Tbk Kantor Cabang Binjai Kwala Begumit |
Other Titles: | The Influence of Service Quality on Customer Loyalty at PT. Bank Rakyat Indonesia Tbk Binjai Kwala Begumit Branch Office |
Authors: | Wicaksono, Galih |
metadata.dc.contributor.advisor: | Wijaya, Muslim |
Keywords: | Kualitas Pelayanan;Service quality;Loyalitas Nasabah;Loyalitas Nasabah |
Issue Date: | 2010 |
Publisher: | Universitas Medan Area |
Series/Report no.: | NPM;058320094 |
Abstract: | Loyalitas nasabah dipengaruhi oleh kualitas pelayanan. Kualitas pelayanan sangat penting kaitannya dengan eksistensi dan perkembangan keberhasilan perusa.liaan jasa. Kualitas pelayanan akan be~engaruh pada kepuasan nasabah yang pada akhimya akan berdampak pada loyalitas nasabah pada penyedia jasa tersebut. Faktor-faktor yang mempengaruhi loyalitas nasabah adalah kualitas pelayanan yang mencakup harapan tentang kehandalan (Reliability), daya tanggap (Responsibility), jaminan (Assurance), empati (Empathy), dan bukti langsung (Tangible) Customer loyalty is influenced by service quality. Quality Service is very important in relation to existence and development success of service companies. Service quality will influence customer satisfaction which will ultimately have an impact on customer loyalty to the service provider. Factors influencing loyalty Customer service quality includes expectations about reliability (Reliability), responsiveness (Responsibility), guarantee (Assurance), empathy (Empathy), and direct evidence (Tangible) |
Description: | 44 Halaman |
URI: | https://repositori.uma.ac.id/handle/123456789/23220 |
Appears in Collections: | SP - Management |
Files in This Item:
File | Description | Size | Format | |
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058320094 - Galih Wicaksono - Chapter IV.pdf Restricted Access | Chapter IV | 10.79 MB | Adobe PDF | View/Open Request a copy |
058320094 - Galih Wicaksono - Fulltext.pdf | Cover, Abstract, Chapter I, II, III, V, Bibliography | 10.06 MB | Adobe PDF | View/Open |
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