Mariela de Sousa Brites, Carla (2016) PENGARUH KEPUASAN NASABAH PRODUK BANK DAN KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH PADA BANK BNU DILITIMOR LESTE. Masters thesis, UPN ''VETERAN'' YOGYAKARTA.
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Abstract
Penelitian ini bertujuan untuk menganalisis pengaruh kepuasan nasabah produk bank (tabungan dan kredit) dan kualitas pelayanan (reliability, emphaty, tangibles, assurance, dan responsiveness) terhadap loyalitas nasabah bank BNU (Banco Nacional Ultramarino). Populasi dari penelitian ini adalah semua nasabah yang membuka rekening di bank BNU dimana nasabahnya adalah nasabah tabungan dan nasabah kredit yang sudah menjadi nasabah selama satu tahun dengan sampel sebanyak 100 responden. Pengambilan sampel menggunakan tehnik purposive sampling. Peneliti menganalisis data menggunakan tehnik analisis regresi berganda. Hasil analisis regresi berganda membuktikan bahwa kepuasan produk bank dan kualitas pelayanan berpengaruh secara signifikan terhadap loyalitas nasabah BNU. Kata kunci : kepuasan, tabungan, kredit, kualitas layanan dan loyalitas This study aimed to analyze the effect of customer satisfaction bank products (savings and credit) and quality of service (reliability, empathy, tangibles, assurance, and responsiveness) on customer loyalty BNU bank (Banco Nacional Ultramarino). Population of this research are all customers who open an account at a bank BNU where customers are customers of the savings and loan customers who have a customer for one year with a sample of 100 respondents. Sampling using purposive sampling technique. Researchers analyzed data using regression analysis techniques. Results of multiple regression analysis prove that the bank's customer satisfaction product and service quality significantly affect customer loyalty BNU. Keywords: satisfaction, savings, credit, quality of service and loyalty
| Item Type: | Thesis (Masters) |
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| Subjects: | H Social Sciences > HC Economic History and Conditions |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Management |
| Depositing User: | Erny Azyanti |
| Date Deposited: | 20 May 2016 03:20 |
| Last Modified: | 20 May 2016 03:20 |
| URI: | http://eprints.upnyk.ac.id/id/eprint/1870 |
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