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PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH DENGAN KOMITMEN DAN KEPERCAYAAN NASABAH SEBAGAI VARIABEL MEDIASI (Studi Pada Nasabah Pensiunan Bank Jatim Cabang Blitar)

Dharmayanda, Levina (2018) PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH DENGAN KOMITMEN DAN KEPERCAYAAN NASABAH SEBAGAI VARIABEL MEDIASI (Studi Pada Nasabah Pensiunan Bank Jatim Cabang Blitar). Masters (S2) thesis, Universitas Muhammadiyah Malang.

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Abstract

This study aims to examine and analyze the influence of service quality on customer loyalty through commitment and trust as mediation variables at BPD Jatim Blitar branch .This study in a descriptive and quantitative data collection through the questionnaire to be distributed to customers .Population in this study were those customers retired bank jatim blitar branches .The sample collection techniques of the research is incidental the sampling method the sample by chance / incidental researchers met with members of the population are suitable as data sources .Samples from 95 respondents slovin formula by calculation .The data then processed by software spss 16 version .This study analyzed with this validity , reliability test , the classical assumption , and path analysis . Based on the research done obtained that the variable the quality of services , commitment of customers , and trust customers have had a positive impact and significant impact on loyalty customers .Variable the quality of services have had a positive impact and significant impact on commitment customers and trust customers .The results of the analysis the shows the existence of influence between the quality of services and loyalty customers who mediated by commitment customers and trust customers .

Item Type: Thesis (Masters (S2))
Student ID: 201610280211024
Keywords: service quality, customer loyalty, commitment, trust
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
H Social Sciences > HD Industries. Land use. Labor > HD61 Risk Management
H Social Sciences > HJ Public Finance
Divisions: Postgraduate > Master of Management (61101)
Depositing User: Moh. Zawawi
Date Deposited: 30 Aug 2019 06:26
Last Modified: 30 Aug 2019 06:26
URI : http://eprints.umm.ac.id/id/eprint/52957

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