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.
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Text (PENGARUH E-SERVICE QUALITY, TRUST, CITRA PERUSAHAAN, DAN PENANGANAN KOMPLAIN TERHADAP KEPUASAN NASABAH)
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Text (PENGARUH E-SERVICE QUALITY, TRUST, CITRA PERUSAHAAN, DAN PENANGANAN KOMPLAIN TERHADAP KEPUASAN NASABAH)
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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
Item Type: | Thesis (Skripsi) |
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Additional Information: | DRS. AKHMAD YUSUF KHOIRUDDIN, S.E., M.SI. |
Uncontrolled Keywords: | E-Service Quality, Trust, Corporate Image, Complaint Handling, Customer Satisfaction |
Subjects: | Perbankan Syariah |
Divisions: | Fakultas Ekonomi dan Bisnis Islam > Perbankan Syari'ah (S1) |
Depositing User: | Drs. Mochammad Tantowi, M.Si. |
Date Deposited: | 28 Jan 2019 09:35 |
Last Modified: | 28 Jan 2019 09:35 |
URI: | http://digilib.uin-suka.ac.id/id/eprint/32779 |
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