Analisis faktor reliability, responsiveness, visibilty, employee commitment dan access to service terhadap customer loyalty melalui customer satisfaction pada nasabah bank mandiri di kota Kupang

Sundah, Aurelina Liviany L (2022) Analisis faktor reliability, responsiveness, visibilty, employee commitment dan access to service terhadap customer loyalty melalui customer satisfaction pada nasabah bank mandiri di kota Kupang. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Perbankan merupakan suatu industri yang mampu menangani uang tunai, maupun kredit dan juga untuk transaksi lainnya. Perbankan juga merupakan suatu kegiatan bisnis yang dapat menerima serta menjaga keuangan yang dimiliki oleh setiap nasabahnya. Bank sendiri memberikan tempat yang nyaman bagi nasabahnya dalam menyimpan baik uang tunai maupun uang kredit, serta bank juga dapat menawarkan nasabahnya untuk membuat sebuah rekening tabungan, sertifikatsetoran, juga rekening giro. Bank sendiri juga dapat memberikan sebuah pinjamankepada nasabahnya. Tujuan dari penelitian ini adalah untuk menganalisis faktor Reliablity, Responsiveness, Visibility, Employee Commitment, Access to Service terhadap Customer Loyalty melalui Customer Satisfaction pada nasabah Bank Mandiri di Kota Kupang. Manfaat dari penelitian ini adalah melalui penelitian ini, para pembaca dapat menambah wawasan mereka mengenai Reliatibility, Responsiveness, Visibility, Employees Commitment, Access to Service, Customer Loyalty, Customer Satisfaction terhadap nasabah Bank Mandiri Penelitian ini merupakan penelitian yang bersifat kausal dengan menggunakan metode kuantitatif kemudian di olah dengan bantuan program statistic yaitu AMOS versi 22.0 Pengumpulan data dilakukandengan menyebarkan kuesioner secara online menggunakan teknik snowball sampling kepada 135 responden dengan karakteristik responden yaitu pria dan wanita, berdomisili di kota Kupang, berusia diantara 18 sampai 60 tahun, yang mengunjungi Bank Mandiri dalam waktu 3 bulan terakhir / Banking is an industry capacable of handling cash, credit and other transactions. Banking is alsoan activity that can receive and maintain the finances of each customer. The bank itself provides a convenient place for its customers to store cash and credit, and the bank can also offer its customers to set up savings accounts, certificates of deposit, and checking accounts. Banks themselves can also provide loans to their customer The purpose of this study was to analyzee the factors of Reliability, Responsiveness, Visibility, Employee Commitment, Access to Service to Customer Loyalty through Customer Satisfaction to Bank Mandiri customers in Kupang City. The benefit of this research, readers can add their insight about Reliability, Responsiveness, Visibility, Employee Commitment, Access to Service, Customer Loyalty, Customer Satisfaction to Bank Mandiri Customers. This research is a causal research using quantitative methods and then processed with the help of statistical program, namely AMOS veersion 22.0. Data collection was carried out by distributing online questionnaires using snowball sampling techniques to 135 respondents with the characteristics of respondent, namely male and female, domiciled in the city of Kupang. Aged between 18 to 60 years, who visited Bank Mandiri in the last 3 month

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