PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH BANK BJB KC TAMANSARI BANDUNG

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PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH BANK BJB KC TAMANSARI BANDUNG

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Title: PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH BANK BJB KC TAMANSARI BANDUNG
Author: Setiaputra, Lucky
Abstract: The object of research is the relationship of Service Quality on Customer Loyalty Against PT . KC BJB Castle on customer survey of Bandung PT . KC BJB Castle Bandung . The method used is descriptive method , the study sample using non-probability sampling is sampling with accidental sampling technique , the distribution of the sample of 100 questionnaire , using the Spearman rank correlation analysis , coefficient of determination analysis , design Hypothesis Testing . Can be seen that that the sub variables of service quality to get the highest value of 22.70 % is responsiviness . This is consistent with the programs carried out by London Tamanasari BJB KC at this point . The program is conducted at the sub-variables , for example because every employee has provided accurate information to customers . While the lowest valuation is the empathy of 18:22 % . This is consistent with the programs carried out by London Castle BJB KC at this point . The program is conducted at the instance variable sub Employee BJB not given special attention in serving customers . Can be seen that the sub-variables of customer loyalty is responsiviness get the highest score by 17 % . In repeated visits . This is because at this time people in need of banking services , Bank BJB was one of the chosen people because BJB is in addition to the State Bank BNI , BRI , and SELF . While the lowest assessment level of 12 % in providing information . Because it is caused by average people who need to know information about the bank already BJB . Based on calculations using statistical methods , it can be seen : With α 0.05 and degrees of freedom ( df ) 98 , obtained t table value of 1.660 . Therefore, with a value greater than ( 3.87 > 1.660 ) , then Ho is rejected and Ha is accepted , it means the quality of services has a positive effect on consumer loyalty . Based on calculations using statistical methods , it can be seen : With α of 0.05 and degrees of freedom ( df ) 98 , obtained t table value of 1.660 . Therefore, with a value greater than ( 3.87 > 1.660 ) , then Ho is rejected and Ha is accepted , it means the quality of services has a positive effect on consumer loyalty
URI: http://repository.widyatama.ac.id/xmlui/handle/123456789/3144
Date: 2014


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