PENGARUH CORE SERVICE QUALITY, RELATIONAL SERVICE QUALITY & TANGIBLE SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION DENGAN MEDIASI PERCEIVED VALUE (STUDI KASUS NASABAH BNI SYARIAH DI SEMARANG)

Rahmanditya, Tahta (2020) PENGARUH CORE SERVICE QUALITY, RELATIONAL SERVICE QUALITY & TANGIBLE SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION DENGAN MEDIASI PERCEIVED VALUE (STUDI KASUS NASABAH BNI SYARIAH DI SEMARANG). Masters thesis, Universitas Islam Sultan Agung Semarang.

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Abstract

Penelitian ini bertujuan untuk menganalisa pengaruh Core Service Quality. Relational Service Quality dan Tangible Quality terhadap Customer Satisfaction dengan Mediasi Percieved Value. Pada penelitian ini yang menjadi populasi penelitian adalah seluruh nasabah BNI Syariah Semarang sebanyak 95.065. Sedangkan sampel yang dihitung menggunakan Slovin maka akan diambil sebanyak 100 orang. Alat analisis menggunakan analisa deskriptif. Dari hasil analisis diperoleh kesimpulan : Core Service, Tangible Service, Relational Service berpengaruh terhadap percieved value, sedangkan Core Service, Tangible Service, Relational Service tidak berpengaruh terhadap Customer Satisfaction Dan Percieved Value berpengaruh terhadap Customer Satisfaction. Kata Kunci : Core Service Quality, Relational Service Quality, Tangible Service Quality

Item Type: Thesis (Masters)
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Pascasarjana
Pascasarjana > Magister Manajemen
Depositing User: Pustakawan 3 UNISSULA
Date Deposited: 21 Apr 2021 07:31
Last Modified: 21 Apr 2021 07:31
URI: http://repository.unissula.ac.id/id/eprint/19522

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