Analisis Hubungan Service Quality, Perceived Value, Customer Loyalty Dan Word Of Mouth Pada Nasabah Bank Mandiri Surabaya
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Institusion
Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya
Author
Wulandari, Irma
Subject
658.8 - MANAGEMENT OF MARKETING
Datestamp
2023-04-27 08:13:39
Abstract :
This study aims to analyze the relationship between service quality, perceived value, customer loyalty and word of mouth marketing to Bank Mandiri customers in Surabaya. The population in this study were all customers of Bank Mandiri in Surabaya. The sample in this study were 250 customers of Bank Mandiri in Surabaya. The technique chosen in this study was purposive sampling while collecting data using questionnaires which were distributed through the Google form. A total of 250 respondents participated in this study. Data were analyzed using SEM-PLS. The results showed that service quality has a significant positive effect on perceived value and customer loyalty. As well as service quality and perceived value variables have a positive and significant influence on increasing the word of mouth variable.
This study aims to analyze the relationship between service quality, perceived value, customer loyalty and word of mouth marketing to Bank Mandiri customers in Surabaya. The population in this study were all customers of Bank Mandiri in Surabaya. The sample in this study were 250 customers of Bank Mandiri in Surabaya. The technique chosen in this study was purposive sampling while collecting data using questionnaires which were distributed through the Google form. A total of 250 respondents participated in this study. Data were analyzed using SEM-PLS. The results showed that service quality has a significant positive effect on perceived value and customer loyalty. As well as service quality and perceived value variables have a positive and significant influence on increasing the word of mouth variable.
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