Darmawan, Budi and , Ihwan Susila, S.E., M.Si, Ph.D and , Kussudyarsana, S.E., M.Si., Ph.D. (2023) Pengaruh Service Quality Di Sektor Perbankan Terhadap Kepuasan Nasabah Yang Dimediasi Oleh Kepercayaan Dan Perceived Value (Study Pada Bank MNC Kantor Cabang Yogyakarta). Thesis thesis, Universitas Muhammadiyah Surakarta.
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Abstract
Given the importance of the banking industry, the purpose of this study was to look at service quality by using the variables of empathy, capability, reliability, assurance and digital banking services on customer satisfaction which is mediated by the variables of trust and service value. This research is quantitative by using a sample of 100 respondents through the distribution of kousiner. Data were analyzed using SmartPLS.4 software and a descriptive analysis was performed on the test results. The results of the hypothesis test show that empathy has a significant positive effect on customer satisfaction while ability has a significant negatif effect on customer satisfaction, reliability has a positive effect on customer satisfaction, assurance has a positive and significant effect on customer satisfaction and banking service has a significant positive effect on customer satisfaction. whereas in the mediation variable that Empathy has a significant positive effect on trust, ability has a significant positive effect on trust, the reliability variable has a significant positive effect on trust while the assurance variable has an insignificant positive effect and banking services has a significant positive effect. Empathy has a significant positive effect on service value, ability while ability has a negatif effect on service value, reliability has a significant positive effect on service value, assurance has a negatif effect and banking service has a significant positive effect. This research is expected to serve as input for MNC Yogyakarta bank institutions to pay attention to service quality properly and further research can be developed and used as suggestions for improvements in marketing management.
| Item Type: | Thesis (Thesis) |
|---|---|
| Uncontrolled Keywords: | Service quality, trust, service value: customer satisfaction. |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HD Industries. Land use. Labor > HD28 Management > HD283 Marketing Management |
| Divisions: | Fakultas Pasca Sarjana > Magister Manajemen |
| Depositing User: | Budi Darmawan |
| Date Deposited: | 18 Aug 2023 03:33 |
| Last Modified: | 18 Aug 2023 03:33 |
| URI: | http://eprints.ums.ac.id/id/eprint/116276 |
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