Anteseden Loyalitas Nasabah Bank di Kota Kudus

PUSPITASARI , DWY (2017) Anteseden Loyalitas Nasabah Bank di Kota Kudus. Masters thesis, Universitas Muria Kudus.

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Abstract

Dwy Puspitasari, Program Studi Magister Managemen, Fakultas Ekonomi, Universitas Muria Kudus, 2015. Anteseden Loyalitas Nasabah Bank di Kota Kudus. Ketua Pembimbing: Mokhamad Arwani, Anggota Pembimbing: Taufik Tujuan penelitian ini adalah untuk menganalisis pengaruh kualitas layanan, komplain nasabah dan respon perubahan biaya terhadap kepuasan nasabah dan loyalitas nasabah. Jumlah responden pada penelitian ini adalah 161 responden. Cara menentukan responden dengan accidental sampling. Data dianalisis menggunakan Structural Equation Modeling (SEM). Hasil penelitian menunjukkan bahwa respon perubahan biaya berpengaruh positif dan signifikan terhadap kepuasan nasabah. Sedangkan kualitas layanan dan kepuasan nasabah berpengaruh positif dan signifikan terhadap loyalitas nasabah.

Item Type: Thesis (Masters)
Additional Information: Pembimbing: Dr. Mokhamad Arwani, SE.,MM
Uncontrolled Keywords: kualitas layanan, komplain, respon perubahan biaya, kepuasan nasabah, loyalitas nasabah
Subjects: Ilmu-ilmu Sosial > Teori Ekonomi
Divisions: Fakultas Ekonomi > Magister Manajemen (S2)
Depositing User: pustakawan umk
Date Deposited: 22 May 2017 02:09
Last Modified: 22 May 2017 02:09
URI: http://eprints.umk.ac.id/id/eprint/7198

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