Sakti, Bima Prasetya (2023) PENGARUH EFEKTIVITAS KOMUNIKASI DAN KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH MELALUI KEPERCAYAAN PADA NASABAH PRIORITAS BANK JATIM CABANG UTAMA SURABAYA. Masters thesis, UPN VETERAN JAWA TIMUR.
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Abstract
This research is based on phenomenon of The purpose of this study was to analyze the influence of communication effectiveness and the service quality on customer loyalty through trust in priority banking customers of main branch Bank Jatim Surabaya. This research was conducted on priority banking consumers of Main Branch Bank Jatim Surabaya. The population are priority banking customers. The sample are 95 people with proportional random sampling. The type of data used is quantitative data. Data collection techniques using questionnaires, observation and literature study. Data analysis using analysis path using Smart PLS version 3 for windows. The conclusion from the research shows that communication effectiveness has positive and significant effect on customer loyalty, while service quality has a positive and significant effect on customer loyalty. Then, communication effectiveness through trust has no positive and no significant effect on customer loyalty and service quality through trust has no positive and no significant effect on customer loyalty. Keywords: Communication Effectiveness, Service Quality, Trust, Customer Loyalty
| Item Type: | Thesis (Masters) | ||||||||
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| Subjects: | H Social Sciences > HE Transportation and Communications | ||||||||
| Divisions: | Faculty of Economic > Magister Management | ||||||||
| Depositing User: | BIMA PRASETYA SAKTI | ||||||||
| Date Deposited: | 25 May 2023 05:45 | ||||||||
| Last Modified: | 25 May 2023 05:45 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/13544 |
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