Pengaruh Kualitas Pelayanan Terhadap Loyalitas Nasabah Bank BRI Cabang Sukoharjo

Riantoro, Ahmad and , Nur Achmad, S.E, M.Si. (2016) Pengaruh Kualitas Pelayanan Terhadap Loyalitas Nasabah Bank BRI Cabang Sukoharjo. Skripsi thesis, Universitas Muhammadiyah Surakarta.

	PDF (NASKAH PUBLIKASI) NASKAH PUBLIKASI.pdf Download (488kB)
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	PDF (BAB I) BAB I.pdf Download (54kB)
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Abstract

This study aims to mngetahui impact of service quality on customer loyalty. Also to know how big the impact of service quality on customer loyalty. The analysis tool used is multiple linear regression, by retrieving data using questionnaires at the respondent bank customers BRI branch Sukoharjo. The results of this study indicate that the quality of service consisting of empathy and physical evidence partially influence on customer loyalty, while reliability, assurance and responsiveness not partial effect. Quality of service together greatly affect the quality of service, it is shown from the results of the F test of 10.676 with a significance level of 0.000. Quality of service is able to explain the loyalty of customers by 54,8%. Thus businesses should pay attention to the quality of service in order to control the market.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Quality of Service, Customer Loyalty, Bank
Subjects:	H Social Sciences > HC Economic History and Conditions H Social Sciences > HG Finance
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	AHMAD RIANTORO
Date Deposited:	19 Dec 2016 02:35
Last Modified:	19 Dec 2016 02:35
URI:	http://eprints.ums.ac.id/id/eprint/48123

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