Rohani, Made Surya (0952249) (2013) Pengaruh Kualitas Pelayanan terhadap Loyalitas Nasabah (Studi Pada: PT. OCBC NISP Tbk Cabang Universitas Kristen Maranatha). Undergraduate thesis, Universitas Kristen Maranatha.
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Abstract
Tujuan dari penelitian ini adalah untuk menguji dan menganalisis pengaruh kualitas pelayanan yang terdiri dari tangible, realibility, responsiveness, assurance, dan empaty terhadap loylitas nasabah (studi pada: PT. OCBA NISP TBK cabang Universitas Kristen Maranatha). Jenis penelitian yang digunakan causal explanatory. Populasi yang digunakan para Nasabah PT.OCBC NISP TBK cabang Universitas Kristen Maranatha dengan sampel 90 nasabah. Pengumpulan data menggunakan kuesioner dan dianalisis dengan regresi berganda. Berdasarkan hasil penelitian menggunakan uji F, variabel Tangible (X1), Realibility (X2), Responsiveness (X3), Assurance (X4), dan Empaty (X5) memberikan pengaruh simultan (bersama-sama) sebesar 36,6% terhadap Loyalitas Nasabah (Y), sedangkan sisanya sebesar 63,4% dipengaruhi oleh faktor lain yang tidak diamati didalam penelitian ini. Sedangkan menggunakan uji t, variabel Tangible (X1), Realibility (X2), Assurance (X4) tidak berpengaruh signifikan terhadap Loyalitas Nasabah (Y) dan variabel Responsiveness (X3), Empaty (X5) berpengaruh signifikan terhadap Loyalitas Nasabah (Y).
| Item Type: | Thesis (Undergraduate) |
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| Uncontrolled Keywords: | kualitas pelayanan, loyalitas nasabah, tangible, realibility, responsiveness, assurance, empathy |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Faculty of Economics > 52 Management Department |
| Depositing User: | Perpustakaan Maranatha |
| Date Deposited: | 26 Jun 2015 02:43 |
| Last Modified: | 17 Feb 2016 05:58 |
| URI: | http://repository.maranatha.edu/id/eprint/13613 |
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