PENGARUH SERVICE QUALITY, PRODUCT QUALITY, DAN CUSTOMER VALUE TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY (STUDI KASUS BANK JATIM CAPEM UWK DI SURABAYA)

Setyawardani, Rossitya Dwi (2017) PENGARUH SERVICE QUALITY, PRODUCT QUALITY, DAN CUSTOMER VALUE TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY (STUDI KASUS BANK JATIM CAPEM UWK DI SURABAYA). Masters thesis, UNIVERSITAS BHAYANGKARA SURABAYA.

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Abstract

ABSTRAK The purpose of this research is to prove service quality, product quality, and customer services value with customer satisfaction and customer loyalty customers regional development Bank Branch Of East Java UWK in Surabaya. This means service quality influential indirectly against customer loyalty and customer services value influential indirectly against customer loyalty through trust. In addition, this study attempts to prove the direct effect service quality of customer loyalty, the direct effect product quality of customer loyalty, the direct effect customer value of customer loyalty. Variable free research is service quality (X1), product quality (X2), and customer services value (X3) variable mediation is customer satisfaction (Z), and variable bound is customer loyalty (Y). The population of the research is clients save at regional development Bank Branch Of East Java UWK in Surabaya, sample used in this research was customers who do more than 2 times and at least 1 year. The sample size is 266 customers regional development Bank Branch Of East Java UWK in Surabaya. Analysis techniques SEM with a AMOS. The results of the SEM prove hypothesis 1 received: service quality influential significantly against customer satisfaction customers regional development Bank Branch Of East Java UWK in Surabaya, hypothesis 2 rejected: that means service quality not affect significantly against customer loyalty customers regional development Bank Branch Of East Java UWK in Surabaya, hypothesis 3 received: product quality influential significantly against customer satisfaction customers regional development Bank Branch Of East Java UWK in Surabaya, hypothesis 4 received: product quality influential significantly against customer loyalty customers regional development Bank Branch Of East Java UWK in Surabaya, hypothesis 5 received: customer value influential significantly against customer satisfaction customers regional development Bank Branch Of East Java UWK in Surabaya, hypothesis 6 rejected: that means customer value not affect significantly against customer loyalty customers regional development Bank Branch Of East Java UWK in Surabaya, hypothesis 7 received: customer satisfaction influential significantly against customer loyalty customers regional development Bank Branch Of East Java UWK in Surabaya. Keywords: service quality, product quality, customer value, customer satisfaction and customer loyalty

Item Type: Thesis (Masters)
Additional Information: menyertakan file journal
Uncontrolled Keywords: service quality, product quality, customer value, customer satisfaction and customer loyalty
Subjects: Management
Marketing
Management > Marketing
Divisions: Faculty of Economic & Business > Magister of Management
Depositing User: Perpus Ubhara Surabaya
Date Deposited: 14 Apr 2021 05:34
Last Modified: 14 Apr 2021 05:41
URI: http://eprints.ubhara.ac.id/id/eprint/697

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