Pengaruh self service technology, kualitas layanan jasa, hubungan pemasaran (marketing relationship) terhadap loyalitas nasabah melalui kepuasan nasabah Bank BCA KCP Kupang Jaya

Setiawan, Arjuna Daniel (2022) Pengaruh self service technology, kualitas layanan jasa, hubungan pemasaran (marketing relationship) terhadap loyalitas nasabah melalui kepuasan nasabah Bank BCA KCP Kupang Jaya. Bachelor (S1) thesis, Wijaya Kusuma Surabaya University.

	Text 1. ABSTRAK.pdf Download (1MB)
	Text laporan cek plagiasi.pdf Download (37kB)

Abstract

ABSTRAK Penelitian ini bertujuan untuk mengetahui pengaruh self service technology, kualitas layanan jasa, pemasaran hubungan terhadap loyalitas nasabah melalui kepuasan nasabah. Penelitian ini menggunakan subjek Bank BCA KCP Kupang Jaya Surabaya dan data analisis menggunakan analisis kuantitatif dengan teknik analisis menggunakan analisis jalur (path analysis). Data diperoleh dengan teknik purposive sampling dan peneliti menyebarkan kuesioner nasabah Bank BCA KCP Kupang Jaya Surabaya dan sampel sebanyak 100 responden. Hasil penelitian menunjukkan bahwa self service technology, kualitas layanan jasa, pemasaran hubungan berpengaruh signifikan secara langsung terhadap kepuasan nasabah, sedangkan kualitas layanan jasa, pemasaran hubungan berpengaruh signifikan terhadap loyalitas nasabah, sedangkan self service technology dan kepuasan nasabah tidak berpengaruh signifikan terhadap loyalitas nasabah. Hasil uji analisis jalur (path analysis) menunjukan bahwa kepuasan nasabah bukan sebagai variabel mediasi dalam pengaruh antara self service technology terhadap terhadap loyalitas nasabah, kepuasan nasabah bukan sebagai variabel mediasi dalam pengaruh antara kualitas pelayanan terhadap terhadap loyalitas nasabah dan kepuasan nasabah bukan sebagai variabel mediasi dalam pengaruh antara pemasaran hubungan (relationship marketing) terhadap terhadap loyalitas nasabah. Kata Kunci: Pengaruh Self Service Technology, Kualitas Layanan Jasa, Pemasaran hubungan, Loyalitas Nasabah Dan Kepuasan Nasabah. ABSTRACT This study aims to determine the effect of self service technology, service quality, relationship marketings on customer loyalty through customer satisfaction. This study uses the subject of Bank BCA KCP Kupang Jaya Surabaya and data analysis using quantitative analysis with analytical techniques using path analysis. The data was obtained by purposive sampling technique and the researcher distributed questionnaires to the customers of Bank BCA KCP Kupang Jaya Surabaya and a sample of 100 respondents. The results showed that self service technology, service quality, relationship marketing had a significant direct effect on customer satisfaction, while service quality and relationship marketing had a significant effect on customer loyalty, while self service technology and customer satisfaction had no significant effect on customer loyalty. The results of the path analysis test show that customer satisfaction is not an mediasi variable in the effect of self service technology on customer loyalty, customer satisfaction is not an mediasi variable in the influence of service quality on customer loyalty and customer satisfaction is not an mediasi variable in the effect of relationship marketing (relationship marketing) on customer loyalty. Keywords: Effect of Self Service Technology, Service Quality, Relationship marketing, Customer Loyalty and Customer Satisfaction

Item Type:	Thesis (Bachelor (S1))
Uncontrolled Keywords:	Pengaruh Self Service Technology, Kualitas Layanan Jasa, Pemasaran hubungan, Loyalitas Nasabah Dan Kepuasan Nasabah.Effect of Self Service Technology, Service Quality, Relationship marketing, Customer Loyalty and Customer Satisfaction
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Faculty of Economic and Business > Management Study Program
Depositing User:	Arjuna Daniel Setiawan
Date Deposited:	11 Apr 2022 01:55
Last Modified:	11 Apr 2022 01:55
URI:	http://erepository.uwks.ac.id/id/eprint/11448

Actions (login required)

View Item

Downloads