PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANK CENTRAL ASIA KANTOR CABANG PEMBANTU SUMBERSARI BANDUNG

Widyatama Repository

PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANK CENTRAL ASIA KANTOR CABANG PEMBANTU SUMBERSARI BANDUNG

Show full item record

Title: PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANK CENTRAL ASIA KANTOR CABANG PEMBANTU SUMBERSARI BANDUNG
Author: Suwandi, Idul Fitwan
Abstract: This study aimed to get empirical evidence about ”The Influence of Service Quality on Customer Satisfaction and Loyalty Bank Central Asia Branch Office Sumbersari Bandung". The results are expected to provide benefits to the Bank BCA Sumbersari Bandung Branch Office in particular and the banking sector in general to further improve the quality in terms of quality of service (servqual) in the future compaction. The method used is descriptive analysis and verification. Data collection is an interview with using a questionnaire accompanied by observation techniques and literature, sampling techniques using non-probability sampling. Field data collection conducted in 2015. Data were analyzed using Path Analysis (path analysis). The results showed that the overall quality of service, customer satisfaction in the category quite well as well as customer loyalty is generally quite loyal. Impact of service quality on customer satisfaction Bank BCA Sumbersari Bandung Branch Office either partially or simultaneously with dimensions of responsiveness to contribute the greatest impact on customer satisfaction then the dimensions of the physical evidence, empathy, reliability and assurance.
URI: http://repository.widyatama.ac.id/xmlui/handle/123456789/6697
Date: 2015


Files in this item

Files Size Format View
Cover.pdf 20.96Kb PDF View/Open
Lembar Pengesahan - Pernyataan.pdf 387.4Kb PDF View/Open
Abstrak.pdf 328.9Kb PDF View/Open
Kata Pengantar.pdf 362.3Kb PDF View/Open
Daftar Isi.pdf 912.6Kb PDF View/Open
Daftar Tabel.pdf 554.9Kb PDF View/Open
Daftar Gambar.pdf 285.5Kb PDF View/Open
Bab 1.pdf 425.2Kb PDF View/Open
Bab 2.pdf 721.0Kb PDF View/Open
Bab 3.pdf 399.4Kb PDF View/Open
Bab 4.pdf 828.5Kb PDF View/Open
Bab 5.pdf 207.0Kb PDF View/Open
Daftar Pustaka.pdf 372.5Kb PDF View/Open

This item appears in the following Collection(s)

  • Management [132]
    Koleksi Digital Tesis Program MM

Show full item record