Pengaruh kualitas layanan terhadap kepuasan, kepercayaan, dan loyalitas nasabah di bank bjb cabang bogor

Graharnadi, Dena (2017) Pengaruh kualitas layanan terhadap kepuasan, kepercayaan, dan loyalitas nasabah di bank bjb cabang bogor. Masters thesis, Institut Pertanian Bogor.

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Abstract

Bank as a financial intermediary sees the importance to give services in attempt to fulfill customer satisfaction, successful services felt when they can exceeds what customer wants. Service quality include five dimensions such as: Reliability, responsiveness, assurance, emphaty, and tangible. All five dimensions are the important things that affect satisfaction and in the end will create trust and loyalty for customers. Tight competition nowadays in banking industry force the banks to anticipate changes that happened in banking business circles with products innovation and attractive new services to give maximum satisfaction for customer benefits. One of the banking industry that compete with another big banks is Bank Jabar Banten (BJB), established in 1961 that owned by the West Java Government. Service quality have a close relation with satisfaction and because of that service industry especialy bank needs to provide with maximum services to make the customers satisfy and in the end the will become trust and loyal. From the data shows that complaint increasing in bank BJB Bogor Branch over a year. Complaint from the customers show the dissatisfaction from the services that given by bank BJB. The emergence of this complaint told us there is a gap between what customers want and what customers get, because of that this study was needed to measure the overall satisfaction level that given by bank BJB Bogor branch, to analyze the effect of satisfaction toward loyalty, to analyze the effect of satisfaction toward trust, and to analyze the effect of trust toward loyalty in bank BJB Bogor branch. This study hope would be benefit bank BJB itself to inform how they react about the complaint and increase the services to make the customers more satisfy, trusted and loyal. Primary data collection in this research is using survey method and spread with questionnaire. Structural model testing using Structural Equation Modeling (SEM). The superiority of SEM is it can analyze multivariate all together, while the purpose of the use of multivariate technique is to extend the ability to explain the observed variables and to reach statistical efficiency. Based on the result of SEM analysis shows us; 1) Overall satisfaction with the percentage of 71.76 percent proved that the customers are satisfied with the services that given by bank BJB Bogor Branch but the satisfaction standard in bank BJB have not been reach , 2) Satisfaction didn’t have direct effect on loyalty, but through trust first, 3) Satisfaction directly affect trust and have significant impact on trust, and 4) Trust affect significantly toward loyalty, the more people to trust, the more they will be loyal.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Kepercayaan, kepuasan, kualitas layanan, loyalitas, SEM Loyalty, satisfaction, SEM, service quality, trust.
Subjects: Manajemen Pemasaran
Depositing User: SB-IPB Library
Date Deposited: 24 May 2018 02:53
Last Modified: 24 May 2018 02:53
URI: http://repository.sb.ipb.ac.id/id/eprint/3125

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