Pengaruh Nilai Pelanggan, Kualitas Pelayanan Dan Kedekatan Emosional Terhadap Loyalitas Nasabah (Studi Kasus Pada BPR Bekonang)

Firdausia Fitriana, Khansa and , Drs. Kusdiyanto, S.E., M.Si. (2019) Pengaruh Nilai Pelanggan, Kualitas Pelayanan Dan Kedekatan Emosional Terhadap Loyalitas Nasabah (Studi Kasus Pada BPR Bekonang). Skripsi thesis, Universitas Muhammadiyah Surakarta.

	PDF (Naskah Publikasi) NASKAH PUBLIKASI.pdf Download (988kB)
	PDF (Halaman Depan) HALAMAN DEPAN.pdf Download (1MB)
	PDF (Bab I) BAB I.pdf Download (173kB)
	PDF (Bab II) BAB II.pdf Restricted to Repository staff only Download (368kB) | Request a copy
	PDF (Bab III) BAB III.pdf Restricted to Repository staff only Download (530kB) | Request a copy
	PDF (Bab IV) BAB IV.pdf Restricted to Repository staff only Download (628kB) | Request a copy
	PDF (Bab V) BAB V.pdf Restricted to Repository staff only Download (163kB) | Request a copy
	PDF (Daftar Pustaka) DAFTAR PUSTAKA.pdf Download (127kB)
	PDF (Lampiran) LAMPIRAN.pdf Restricted to Repository staff only Download (1MB) | Request a copy
	PDF (Pernyataan Publikasi Ilmiah) PERNYATAAN PUBLIKASI.pdf Restricted to Repository staff only Download (317kB) | Request a copy

Abstract

This study aims to determine whether the dimensions of customer value, service quality and emotial closeness influence the loyalty of BPR Bekonang customers.The population in this study were BPR Bekonang customers. The samples taken ware 100 respondents using the Non-Probability Sampling technique with a Purposive sampling apporoach, namely sampling based on a specific target, while the sampling criteria ware respondents who used BPR Bekonang products. Based on the result of the study, the result of the study, the regression equation is obtained as follows: Y = 0,273 X1 – 0,046 X2 + 0,726 X. Based on the analysis of statistical data, the indicators in this study are valid and the variables are reliable. In testing classical assumptions, the regression model is free from multicolonity, there is no heteroscedasticity, and normal distribution. The individual sequence of each of the most influential variables is the emotional closeness variable with a regression coefficient of 0,726, then the customer value variable with a regression coefficient of 0,273, then followed by the service quality variable with a regression corfficient of -0,046. BPR Bekonang needs to maintain the elements that have been valued by the customer and need to improve things that are still lacking. Keywords : Customer Value, Service Quality, Emotional Closeness, Loyalty

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Customer Value, Service Quality, Emotional Closeness, Loyalty.
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	KHANSA FIRDAUSIA FITRIANA
Date Deposited:	17 Sep 2019 03:02
Last Modified:	17 Sep 2019 03:02
URI:	http://eprints.ums.ac.id/id/eprint/77750

Actions (login required)

View Item