Analisis pengaruh Kualitas Pelayanan, Hubungan Sosial, Keuntungan Fungsional, Kepercayaan & Kepuasan Terhadap Loyalitas

Nathalia, Veni (2010) Analisis pengaruh Kualitas Pelayanan, Hubungan Sosial, Keuntungan Fungsional, Kepercayaan & Kepuasan Terhadap Loyalitas. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

This research was conducted to analyze the impact of service quality, social benefits, functional benefits, trust & satisfaction to loyalty on the five largest banks in Indonesia. Bank which was taken in this research, such as Bank Mandiri, BRI, BCA, BNI, and Danamon The statistical methods used to test the research hypothesis is a simple regression method with individual level of analysis units. As an independent variable is the quality of service, social benefits, functional benefits, and trust, while as the dependent variable is the loyalty and intervening variables used were satisfaction. The primary data obtained directly from the object of research. The respondents were all customers at five banks. Questionnaires were distributed 150 questionnaires. The sampling method used is based on the nonprobability sampling. Results showed that service quality influence on trust. Service quality, social benefits, functional benefits, and trust influence satisfaction. Satisfaction, service quality and trust affect loyalty. Keywords: Service Quality, Social Benefits, Functional Benefits, Trust, Satisfaction and Loyalty.

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