| dc.contributor.author | PURNOMO, EKO BUDI | |
| dc.date.accessioned | 2019-12-03T06:00:43Z | |
| dc.date.available | 2019-12-03T06:00:43Z | |
| dc.date.issued | 2018-12-31 | |
| dc.identifier.uri | http://repository.umy.ac.id/handle/123456789/30717 | |
| dc.description | This study aims to analyze the influence of service quality on
satisfaction and loyalty of BRI customers, especially at the BRI Wonosari
branch office. This research is an explanatory study with the population of
this study are BRI customers in Wonosari who have been customers for at
least one year and minimum transactions is 12 times a year. This study uses
purposive samples with a sample of 140 samples. Data analysis with Path
Analysis, namely by partial statistical test (t test), coefficient of
determination.
The results obtained from the study namely Service Quality Perception
have a positive and significant effect on Bank Customer Loyalty with a result
of 0,000 with a positive T count of 3,918 and a positive regression coefficient
of 0,250. Because the significant value obtained is <0.05 and the regression
coefficient is positive, Ho is rejected and it is concluded that the perception
of service quality has a positive and significant effect on bank customer
loyalty: Perception of Service Quality has a positive and significant effect on
Bank Customer Satisfaction with a yield of 0,000 with T count positive is
8.819 and the regression coefficient is positive as 0.600. Because the
significant value obtained is <0.05 and the regression coefficient is positive,
Ho is rejected. Customer Satisfaction has a positive and significant effect on
Bank Customer Loyalty with a result of 0,000 with a positive T count of
9.7797 and a positive regression coefficient of 0.626. Because the significant
value obtained is <0.05 and the regression coefficient is positive, Ho is
rejected. Customer Satisfaction the bank can mediate the indirect influence of
perceived quality of service variables on customer loyalty with the results of
the Sobel test obtained a significant value of the test results of 0,000. Because
the significant value obtained is <0.05, Ho is rejected and it is concluded
that the variable customer satisfaction can significantly mediate the indirect
effect of perceived quality of service variables on bank customer loyalty. | en_US |
| dc.description.abstract | This study aims to analyze the influence of service quality on
satisfaction and loyalty of BRI customers, especially at the BRI Wonosari
branch office. This research is an explanatory study with the population of
this study are BRI customers in Wonosari who have been customers for at
least one year and minimum transactions is 12 times a year. This study uses
purposive samples with a sample of 140 samples. Data analysis with Path
Analysis, namely by partial statistical test (t test), coefficient of
determination.
The results obtained from the study namely Service Quality Perception
have a positive and significant effect on Bank Customer Loyalty with a result
of 0,000 with a positive T count of 3,918 and a positive regression coefficient
of 0,250. Because the significant value obtained is <0.05 and the regression
coefficient is positive, Ho is rejected and it is concluded that the perception
of service quality has a positive and significant effect on bank customer
loyalty: Perception of Service Quality has a positive and significant effect on
Bank Customer Satisfaction with a yield of 0,000 with T count positive is
8.819 and the regression coefficient is positive as 0.600. Because the
significant value obtained is <0.05 and the regression coefficient is positive,
Ho is rejected. Customer Satisfaction has a positive and significant effect on
Bank Customer Loyalty with a result of 0,000 with a positive T count of
9.7797 and a positive regression coefficient of 0.626. Because the significant
value obtained is <0.05 and the regression coefficient is positive, Ho is
rejected. Customer Satisfaction the bank can mediate the indirect influence of
perceived quality of service variables on customer loyalty with the results of
the Sobel test obtained a significant value of the test results of 0,000. Because
the significant value obtained is <0.05, Ho is rejected and it is concluded
that the variable customer satisfaction can significantly mediate the indirect
effect of perceived quality of service variables on bank customer loyalty. | en_US |
| dc.language.iso | other | en_US |
| dc.publisher | MAGISTER MANAJEMEN PROGRAM PASCASARJANA UNIVERSITAS MUHAMMADIYAH YOGYAKARTA | en_US |
| dc.subject | perception of service quality, customer satisfaction, customer loyalty, path analysis | en_US |
| dc.title | PENGARUH PERSEPSI KUALITAS LAYANAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BRI KANCA WONOSARI | en_US |
| dc.type | Thesis | en_US |
