MAHMUDAH, SITI (2013) PENGARUH KUALITAS LAYANAN DAN KEPERCAYAAN NASABAH TERHADAP LOYALITAS NASABAH PADA SEBUAH BANK NASIONAL DI PURWODADI GROBOGAN. Skripsi thesis, Universitas Setia Budi Surakarta.
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Abstract
This study aims to examine the effect of quality and trust on loyalty using the object of the customer of Bank BRI Purwadadi branch. The study was triggered by the phenomenon based on data that there were many accounts of customers that no longer active in 2012 and therefore their account automatically closed. Besides, the theoretical background says that quality, trust, and loyalty play an important role in this case. Samples were compiled proportionally by using convenience sampling technique and data was taken by using questionnaire. The questionnaire tested in terms of both validity and reliability with factor loading 0.5 to ensure that it is good enough before used extensively. Using multiple regression analysis, 120 samples divided by two groups both from account holders that still active and those who no longer active and then tested by statistics F-test, t-test, adjusted R square and standardized beta. Data processing used Statistical Package for Social Sciences (SPSS) version 17.0. The results show that loyalty is affected by quality and trust simultaneously with F-test significant at 0.00 higher than 0.05 and the model can explain 66.7% of the variation of loyalty indicated by R square value. Furthermore, both independent variables are also significance with t-tests significance at 0.00 and 0.004 respectively. These results depict the evidences that both quality and trust individually affect loyalty of customer of Bank Rakyat Indonesia Purwodadi branch. Keywords: Quality, Trust, Loyalty
| Item Type: | Thesis (Skripsi) |
|---|---|
| Uncontrolled Keywords: | Quality, Trust, Loyalty |
| Subjects: | H Social Sciences > HB Economic Theory |
| Divisions: | Fakultas Ekonomi > Prodi S1 Manajemen |
| Depositing User: | B Supri Yadi |
| Date Deposited: | 20 Feb 2020 03:56 |
| Last Modified: | 20 Feb 2020 03:56 |
| URI: | http://repo.setiabudi.ac.id/id/eprint/2690 |
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