Pengaruh Persepsi Kemudahan dan Kualitas Pelayanan terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan sebagai Variabel Intervening (Studi pada Agen BRILink Bio Energi 2 Krian Sidoarjo)

Pratama, Devi Putri (2024) Pengaruh Persepsi Kemudahan dan Kualitas Pelayanan terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan sebagai Variabel Intervening (Studi pada Agen BRILink Bio Energi 2 Krian Sidoarjo). Undergraduate thesis, Universitas Pembangunan Nasional "Veteran" Jawa Timur.

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Abstract

Banks are business entities that collect funds from the public in the form of savings and then distribute them to the public in the form of credit and/or other forms in order to improve people's living standards. The development of the digital world means that the banking world does not want to lose promising business opportunities. The Brilink agent is one of BRI's breakthroughs in educating the public to know basic knowledge about financial management using banking products and services. BRILink not only provides operational efficiency benefits, but also makes it easier for BRI customers and non-BRI customers to make transactions with BRI. This research examines how perceptions of comfort and service quality influence customer loyalty through customer satisfaction as an intervening variable (study on Brilink Bio Energi 2 Sidoarjo agents). This research is a type of quantitative research. The population used in this research was all customers of the BRILink Bio Energi 2 Sidoarjo Agent. In determining the sample, the Accidental Sampling technique was used, namely the random sampling method. Respondents will be randomly selected to be samples in this research. Data analysis was carried out using the SPSS version 25 program with the help of path analysis as a hypothesis test. Research findings show that perceptions of convenience and service quality directly have a positive and significant effect on customer loyalty through customer satisfaction. Keywords: Perceptions Of Convenience, Service Quality, Customer Loyalty, Customer Satisfaction

Item Type:	Thesis (Undergraduate)
Contributors:	Contribution Contributors NIDN/NIDK Email Thesis advisor Prabowo, Budi NIDN0716106202 UNSPECIFIED
Subjects:	H Social Sciences > HF Commerce > HF5001 Business. Business Administration
Divisions:	Faculty of Social and Political Sciences > Departement of Business Administration
Depositing User:	Devi Putri Devi Pratama
Date Deposited:	23 Sep 2024 04:14
Last Modified:	23 Sep 2024 04:14
URI:	https://repository.upnjatim.ac.id/id/eprint/30246

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