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Title: | Pengaruh Kualitas Pelayanan dan Kepuasaan Nasabah Terhadap Loyalitas Nasabah pada PT. Bank Rakyat Indonesia Tbk, Cabang Gatot Subroto Medan |
Other Titles: | The Influence of Service Quality and Customer Satisfaction on Customer Loyalty at PT. Bank Rakyat Indonesia Tbk, Gatot Subroto Medan Branch |
Authors: | Fitria, Dwi Maya |
metadata.dc.contributor.advisor: | Marbun, Patar |
Keywords: | Kualitas Pelayanan;Loyalitas Nasabah;Kepuasan Nasabah;Service quality;Customer Loyalty;Service quality |
Issue Date: | 2016 |
Publisher: | Universitas Medan Area |
Series/Report no.: | NPM;128330139 |
Abstract: | Tujuan penelitian ini adalah untuk mengetahui pengaruh kualitas pelayanan terhadap loyalitas nasabah pada PT.Bank Rakyat Indonesia (Persero) Tbk, Cabang Gatot Subroto Medan. Untuk mengetahui pengaruh kepuasan nasabah terhadap loyalitas nasabah pada PT. Bank Rakyat Indonesia (Persero) Tbk, Cabang Gatot Subroto Medan dan untuk mengetahui pengaruh kualitas pelayanan dan kepuasan nasabah secara simultan terhadap loyalitas nasabah pada PT. Bank Rakyat Indonesia (Persero) Tbk, Cabang Gatot Subroto Medan. Jenis penelitian ini adalah asosiatif. Populasi pada penelitian ini adalah nasabah BRI dari bulan November sampai dengan Februari 2016 yang berjumlah 442 orang penabung. The aim of this research is to determine the influence of service quality towards customer loyalty at PT. Bank Rakyat Indonesia (Persero) Tbk, Gatot Subroto Medan Branch. To determine the influence of customer satisfaction on customer loyalty to PT. Bank Rakyat Indonesia (Persero) Tbk, Gatot Subroto Medan Branch and to determine the effect of quality service and customer satisfaction simultaneously on customer loyalty at PT. Bank Rakyat Indonesia (Persero) Tbk, Gatot Subroto Medan Branch. This type of research is associative. The population in this study is BRI customers from November to February 2016 totaling 442 savers. |
Description: | 58 Halaman |
URI: | https://repositori.uma.ac.id/handle/123456789/23730 |
Appears in Collections: | SP - Management |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
128320139 - Dwi Maya Fitria - Fulltext.pdf | Cover, Abstract, Chapter I, II, III, V, Bibliography | 13.23 MB | Adobe PDF | View/Open |
128320139 - Dwi Maya Fitria - Chapter IV.pdf Restricted Access | Chapter IV | 11.51 MB | Adobe PDF | View/Open Request a copy |
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