Analisis Hubungan Antara Service Quality, Customer Trust Dan Customer Satisfaction Terhadap Customer Loyalty Nasabah Bank Mandiri
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Institusion
Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya
Author
Putra, Rezha Fahmi Arnida
Subject
330 - ECONOMICS
Datestamp
2024-03-15 03:23:23
Abstract :
This research will explain the analysis of the relationship between Service Quality, Customer Trust and Customer Satisfaction on Bank Mandiri Customer Loyalty. The target respondents for this research are Bank Mandiri consumers. This research design uses quantitative research. To collect the data needed for research, researchers used a survey or questionnaire approach which was carried out directly by distributing questionnaires to Bank Mandiri customers in Sidoarjo with a population of 400. The data analysis technique used in this research was SPSS Version 26. The results of this research are that Service Quality has a positive and significant effect on Customer Loyalty of Bank Mandiri consumers in Sidoarjo, Customer Satisfaction has a positive and significant effect on Customer Loyalty of Bank Mandiri consumers in Sidoarjo and Customer Trust has a positive and significant effect on Customer Loyalty of Bank Mandiri consumers in Sidoarjo. Keyword : Service Quality, Customer Trust Dan Customer Satisfaction
This research will explain the analysis of the relationship between Service Quality, Customer Trust and Customer Satisfaction on Bank Mandiri Customer Loyalty. The target respondents for this research are Bank Mandiri consumers. This research design uses quantitative research. To collect the data needed for research, researchers used a survey or questionnaire approach which was carried out directly by distributing questionnaires to Bank Mandiri customers in Sidoarjo with a population of 400. The data analysis technique used in this research was SPSS Version 26. The results of this research are that Service Quality has a positive and significant effect on Customer Loyalty of Bank Mandiri consumers in Sidoarjo, Customer Satisfaction has a positive and significant effect on Customer Loyalty of Bank Mandiri consumers in Sidoarjo and Customer Trust has a positive and significant effect on Customer Loyalty of Bank Mandiri consumers in Sidoarjo. Keyword : Service Quality, Customer Trust Dan Customer Satisfaction
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