Analisis Pengaruh Kualitas Pelayanan Frontliner Terhadap Loyalitas Nasabah Pada Pt. Bank Tabungan Negara Kantor Cabang Syariah Surakarta

Penulis Utama : Satria Yudha Nugra Winata
NIM / NIP : F3211068
× The Objectives Of Research Were To Find Out The Service Quality Of Frontliner And To Find Out Whether Or Not The Frontliner Service Affected The Customer Loyalty In Surakarta Syariah Subsidiary Office Of PT. Bank Tabungan Negara. The Population Of Research Was The Customers Of The Surakarta Syariah Subsidiary Office Of PT. Bank Tabungan Negara With 100 Respondents As The Sample. The Sampling Technique Used In This Research Purposive Random Sampling. The Data Source Employed Consisted Of Primary Deriving From Questionnaire And Secondary From The Surakarta Syariah Subsidiary Office Of PT. Bank Tabungan Negara. To Find Out The Effect Of Frontliner Service Quality On Customer Loyalty, Simple Linear Regression And Descriptive Analyses Were Used. Considering The Result Of Simple Linear Regression And Descriptive Analyses, It Could Be Concluded That The Surakarta Syariah Subsidiary Office Of PT. Bank Tabungan Negara Had The Good Average Classification Of Frontliner Service Quality. It Could Be Seen From The Indicators Of Frontliner Quality In Which Partially Competence Of Frontliner Was 37.33%, Courtesy 36%, Credibility 43%, Reliability 44.33%, Responsiveness 42.50%, Gamesmanship 33.50%, Timeliness 38%, Communication 40.5%. On The Other Hand, It Could Also Be Seen That Overall The Customer Loyalty In Surakarta Syariah Subsidiary Office Of PT. Bank Tabungan Negara Belonged To “Agree” Category With The Mean Of 36.8% Meaning That The Customer Loyalty Was Sufficiently Good. Meanwhile, The Effect Of Frontliner Service Quality On Customer Loyalty In Surakarta Syariah Subsidiary Office Of PT. Bank Tabungan Negara Could Be Seen From The Result Of Adjusted R Square Of 0.704 And With The Significance Level Of 0.00 For Frontliner Service Quality Variable; Therefore It Was Stated That There Was An Effect Because 0.00 < 0.505 Entirely Meaning That There Was A Strong Effect Of Frontliner Service Quality On The Customer Loyalty, Of 70.4%.
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Penulis Utama : Satria Yudha Nugra Winata
Penulis Tambahan : -
NIM / NIP : F3211068
Tahun : 2014
Judul : Analisis Pengaruh Kualitas Pelayanan Frontliner Terhadap Loyalitas Nasabah Pada Pt. Bank Tabungan Negara Kantor Cabang Syariah Surakarta
Edisi :
Imprint : Surakarta - F.Ekonomi - 2014
Program Studi : D-3 Manajemen Pemasaran
Kolasi :
Sumber : UNS-F.Ekonomi Prodi.Keuangan Dan Perbankan-F3211068-2014
Kata Kunci :
Jenis Dokumen : Laporan Tugas Akhir (D III)
ISSN :
ISBN :
Link DOI / Jurnal : -
Status : Public
Pembimbing : 1. Pram Suryanadi, S.E, M.S.i
Penguji :
Catatan Umum :
Fakultas : Fak. Ekonomi dan Bisnis
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