Please use this identifier to cite or link to this item: http://repository.uma.ac.id/handle/123456789/18418
Title: Pengaruh Kualitas Pelayanan Dan Kepuasan Nasabah Terhadap Loyalitas Nasabah Pada PT. Bank BNI (Persero) Tbk. Kantor Cabang Rantau Prapat
Other Titles: The Effect of Service Quality and Customer Satisfaction on Customer Loyalty at PT. Bank BNI (Persero) Tbk. Rantau Prapat Branch Office
Authors: Silaban, Clara
Keywords: kualitas pelayanan
kepuasan nasabah
loyalitas nasabah
service quality
customer satisfaction
customer loyalty
Issue Date: 16-Sep-2022
Publisher: Universitas Medan Area
Series/Report no.: NPM;188320290
Abstract: Penelitian ini bertujuan untuk mengetahui apakah kualitas pelayanan dan kepuasan nasabah berpengaruh positif signifikan secara parsial terhadap loyalitas nasabah pada PT. Bank BNI (Persero) Tbk. Kantor Cabang Rantau Prapat. Jenis penelitian ini adalah penelitian kuantitatif yang bertujuan untuk mengetahui adakah pengaruh variabel bebas terhadap variabel terikat. Metode pengumpulan data dalam penelitian ini dilakukan dengan menggunakan accidental sampling dan diperoleh hasil angket dari 100 responden. Dengan menggunakan analisis regresi linier berganda diperoleh hasil: kualitas pelayanan berpengaruh positif signifikan terhadap loyalitas nasabah pada PT. Bank BNI (Persero) Tbk. Kantor Cabang Rantau Prapat dan kepuasan nasabah berpengaruh positif signifikan terhadap loyalitas nasabah pada PT. Bank BNI (Persero) Tbk. Kantor Cabang Rantau Prapat. This study aims to determine whether service quality and customer satisfaction have a significant positive effect partially on customer loyalty at PT. Bank BNI (Persero) Tbk. Rantau Prapat Branch Office. This type of research is quantitative research that aims to determine whether there is an effect of the independent variable on the dependent variable. The data collection method in this study was carried out using accidental sampling and obtained the results of a questionnaire from 100 respondents. By using multiple linear regression analysis, the results obtained: service quality has a significant positive effect on customer loyalty at PT. Bank BNI (Persero) Tbk. Rantau Prapat Branch Office and customer satisfaction have a significant positive effect on customer loyalty at PT. Bank BNI (Persero) Tbk. Rantau Prapat Branch Office.
Description: 74 Halaman
URI: http://repository.uma.ac.id/handle/123456789/18418
Appears in Collections:SP - Management

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