eprintid: 32779
rev_number: 10
eprint_status: archive
userid: 12259
dir: disk0/00/03/27/79
datestamp: 2019-01-28 02:35:05
lastmod: 2019-01-28 02:35:05
status_changed: 2019-01-28 02:35:05
type: thesis
metadata_visibility: show
creators_name: IRSANDY RIZKI PRAMUDITO, NIM. 14820069
title: PENGARUH E-SERVICE QUALITY, TRUST, CITRA PERUSAHAAN,
DAN PENANGANAN KOMPLAIN TERHADAP KEPUASAN NASABAH
ispublished: pub
subjects: ps
divisions: jur_ps
full_text_status: restricted
keywords: E-Service Quality, Trust, Corporate Image, Complaint Handling, Customer Satisfaction
note: DRS. AKHMAD YUSUF KHOIRUDDIN, S.E., M.SI.
abstract: This study aims to analyze the influence of E-Service Quality, Trust, Corporate Image, and Complaint Handling variables to Customer Satisfaction. This research is a survey research with questionnaire, with a sample of 100 respondents, namely customers of BRI Syariah Bank at Yogyakarta. The sampling method in this research is non-probability sampling with convience sampling technique. The analytical model used in this study is a multiple linear regression analysis using the SPSS version 19 output program. The results showed that partially E-service Quality variables have a significant infuence to Customer Satisfaction with t count values greater than t table (7.7 > 1.98) and significance value (0.00 <0.05), Trust variables have a significant influence with t count value greater than t table (3.8> 1.98) and significance value (0.00 <0, 05), Corporate Image variable has a significant infuence with t count value greater than t table (5.1> 1.98) and significance value (0.00 <0.05), then Complaint Handling has a significant influence to Customer Satisfaction with t count value greater than t table (2.7> 1.98) and significance value (0.00 <0.05). In the F test results in this study also showed that the E-Service Quality, Trust, Corporate Image, and Complaint Handling variables together (simultaneously) had a significant
influence to Customer Satisfaction of BRI Syariah Bank at Yogyakarta City
date: 2018-08-20
date_type: published
pages: 128
institution: UIN SUNAN KALIJAGA YOGYAKARTA
department: FAKULTAS EKONOMI DAN BISNIS ISLAM
thesis_type: skripsi
thesis_name: other
citation:   IRSANDY RIZKI PRAMUDITO, NIM. 14820069  (2018) PENGARUH E-SERVICE QUALITY, TRUST, CITRA PERUSAHAAN, DAN PENANGANAN KOMPLAIN TERHADAP KEPUASAN NASABAH.  Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.   
document_url: https://digilib.uin-suka.ac.id/id/eprint/32779/1/14820069_BAB%20I_V_DAFTAR-PUSTAKA.pdf
document_url: https://digilib.uin-suka.ac.id/id/eprint/32779/2/14820069_BAB-II_sampai_SEBELUM-BAB-TERAKHIR.pdf