Analisis Hubungan Antara Personal Service Quality, Consumer Satisfaction, Dan Behavioral Loyalty Pada Pengguna Mobile Banking BCA Di Surabaya
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Institusion

Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya

Author

Rohim, Muhammad Rochicho

Subject

330 - ECONOMICS 

Datestamp

2023-08-08 01:54:31 

Abstract :
Technological advances that are developing rapidly have affected the banking industry sector, as well as mobile banking which is a form of technological development. This study aims to determine the relationship between personal service quality, consumer satisfaction, and behavioral loyalty to BCA mobile banking application users in Surabaya. The method used in this study is quantitative. Data collection was carried out online by distributing questionnaires through google form with a total of 156 respondents, then data analysis was carried out using SEM (Structural Equation Modelling) analysis with SmartPLS software version 3.0. The results of this study show that the quality of personal service significantly affects consumer satisfaction, consumer satisfaction significantly affects behavior loyalty, and the quality of personal service significantly affects the loyalty of behavior. 

File :
ARTIKEL ILMIAH.pdf
COVER.pdf
BAB 1.pdf
BAB II.pdf
BAB III.pdf
BAB IV.pdf
BAB V.pdf
LAMPIRAN.pdf