Tri Wintarto, 13210111053 (2015) Analisis Pengaruh Kualitas Layanan Terhadap Loyalitas Nasabah Simpanan BRI Mikro Pada Produk (Self Service Technology) E-Banking BRI di Wilayah Kanwil BRI Bandar Lampung Cluster Provinsi Lampung Tahun 2014. Masters thesis, Universitas Lampung.
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Abstract
Abstrak Bahasa Indonesia Penelitian ini bertujuan untuk mengetahui Pengaruh Kualitas Layanan Terhadap Loyalitas Nasabah Simpanan BRI Mikro Pada Produk Self Service Technology E-Banking BRI di Wilayah Kanwil BRI Bandar Lampung Cluster Provinsi Lampung Tahun 2014 berdasarkan teori dari Zaitmal (2004 : 38) menggunakan pendekatan ServQual (TERRA) Metode penelitian yang digunakan adalah analisis data kualitatif dan kuantutatif dengan metode Regresi Linear Berganda. Hasil penelitian ini menunjukan bahwa Variabel Tangible, Empathy, Responsiveness, Reliability dan Assurance berpengaruh positif terhadap Loyalitas Nasabah. Variabel Assurance memiliki pengaruh terbesar terhadap Loyalitas Nasabah pada penelitian ini. Abstrak Bahasa Inggris The Aim of this Research to knowhow the Analysis Impact of Service Quality to Costumer Loyalty of The Micro Saving BRI in the E-Banking Product at Regional Office BRI Bandar Lampung Cluster Lampung Province 2014 base on Zeithaml Theory through SERVQUAL Approach (TERRA) This Research use Regression Approach. Finally this research shows every variables have impact positively to Loyalty Costumer. The Assurance has the biggest impact to the loyalty costumer at this research.
| Item Type: | Thesis (Masters) |
|---|---|
| Subjects: | H Ilmu Sosial = Social Sciences > HB Economic Theory H Ilmu Sosial = Social Sciences > HJ Public Finance |
| Divisions: | Fakultas Ekonomi dan Bisnis > Magister Manajemen S2 |
| Depositing User: | 2340674 . Digilib |
| Date Deposited: | 18 Mar 2015 02:33 |
| Last Modified: | 18 Mar 2015 02:33 |
| URI: | http://digilib.unila.ac.id/id/eprint/7694 |
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