MELINIA, PUTRI (2022) PENGARUH COMPLAINT HANDLING DAN SERVICE EXCELLENCE TERHADAP LOYALITAS NASABAH DALAM PENGGUNAAN MOBILE BANKING DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING (SURVEI PADA NASABAH PT. BANK MUAMALAT KANTOR CABANG PEMBANTU PALEMBANG). Undergraduate Thesis thesis, UIN RADEN FATAH PALEMBANG.
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Abstract
Customer loyalty is so important that banks are able to maintain business continuity and the continuity of their business activities. Customer loyalty when utilizing a service can be used for input by banks in order to make improvements or optimize complaint handling and service excellence in mobile banking services. Customer satisfaction will be met with complaint handling along with service excellence so that customers can carry out their transactions through banking. The research conducted is aimed at knowing the effect of complaint handling and service excellence on customer loyalty, in this case customer satisfaction is used for the intervening variable in PT. Bank Muamalat at the Palembang Sub-Branch Office. The method used in data collection in the study is through a questionnaire using a Likert scale. The population used is 9,372 people through the characteristics of customers, the average is mobile banking users more than 1 time in 1 month. The sample consists of 100 samples that apply the sampling technique using purposive sampling. The use of path analysis shows that the results of complaint handling and service excellence have a positive and significant impact on consumer loyalty. Complaint handling and service excellence also have a positive and significant impact on customer satisfaction. Customer satisfaction mediates between the effects of complaint handling and service excellence on customer loyalty. Keywords: Complaint Handling, Satisfaction, Customer Loyalty, Service Excellence
| Item Type: | Thesis (Undergraduate Thesis) |
|---|---|
| Uncontrolled Keywords: | Complaint Handling, Satisfaction, Customer Loyalty, Service Excellence |
| Subjects: | Ekonomi dan Bisnis Islam > Perbankan Syariah |
| Divisions: | Fakultas Ekonomi dan Bisnis Islam > 61206 - Perbankan Syariah (S1) |
| Depositing User: | UPT PERPUSTAKAAN #3 |
| Date Deposited: | 20 Jun 2022 03:43 |
| Last Modified: | 20 Jun 2022 03:43 |
| URI: | http://repository.radenfatah.ac.id/id/eprint/20762 |
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