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Pengaruh Motivasi dan Persepsi Terhadap Loyalitas Nasabah Dengan Kepuasan Sebagai Variabel Intervening Pada Nasabah BNI Syariah Kediri

Rahmawati, Anita (2019) Pengaruh Motivasi dan Persepsi Terhadap Loyalitas Nasabah Dengan Kepuasan Sebagai Variabel Intervening Pada Nasabah BNI Syariah Kediri. Masters (S2) thesis, University Of Muhammadiyah Malang.

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Abstract

The purpose of this research is to know and analyze customer motivation, perception, satisfaction and loyalty b) To find out and analyze motivation influences customer loyalty c) To know and analyze the influence of perceptions on customer loyalty d) To find out and analyze satisfaction influences customer loyalty e) To find out and analyze motivation influences customer satisfaction f) To find out and analyze perceptions of influence on satisfaction g) To find out and analyze motivation influences loyalty through customer satisfaction h) To know and analyze perceptions affect loyalty through customer satisfaction. This type of research is a quantitative research that is in the form of analysis using statistical data. The population in this study was BNI Syariah Kediri customers with the data analysis technique used in this study, namely path analysis. The results of the analysis can be seen that motivation falls into the good category. good that can be interpreted that so far customers have the desire to recommend to others, tell positive things and invite colleagues to become BNI Syariah customers in Kediri. Motivation affects the satisfaction of BNI Syariah customers in Kediri with a direct influence of 0.518, meaning that motivation is better which includes responsiveness, empathy, assurance, reliability and physical evidence, the satisfaction of BNI Syariah customers in Kediri will be better. Customer satisfaction has an effect on loyalty to BNI Syariah customers in Kediri which is equal to 0.482, meaning that with increasing customer satisfaction in this case regarding employee service according to expectations, decisions match expectations and perceptions in accordance with the wishes of good customers. Motivation affects loyaliyas through customer satisfaction at BNI Syariah in Kediri, meaning that with the better motivation, customer satisfaction will be formed so that customers will increase by 0.760.

Item Type: Thesis (Masters (S2))
Student ID: 201520280211056
Keywords: Motivation and Perception of Customer Loyalty with Satisfaction
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD61 Risk Management
H Social Sciences > HG Finance
Divisions: Postgraduate > Master of Management (61101)
Depositing User: Moh. Zawawi
Date Deposited: 28 Jun 2019 02:47
Last Modified: 28 Jun 2019 02:47
URI : http://eprints.umm.ac.id/id/eprint/46690

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