Pengaruh Service Quality, Perceived Value, Dan Customer Satisfaction Terhadap Customer Loyalty Pada Nasabah BCA Di Surabaya
DOI:
https://doi.org/10.37385/msej.v4i5.1692Keywords:
Service Quality, Perceived Value, Customer Satisfaction, Customer LoyaltyAbstract
Tujuan dari penelitian ini adalah untuk menguji dan menganalisis pengaruh service quality, perceived value, dan customer satisfaction terhadap loyalitas nasabah nasabah BCA di Surabaya. Penelitian ini menggunakan 250 sampel yang dikumpulkan dengan menyebarkan kuesioner menggunakan media Google Form. Selanjutnya tanggapan responden dianalisis menggunakan analisis Structural Equation Model (SEM) pada Partial Least Square (PLS). Hasil penelitian ini menunjukkan bahwa terdapat pengaruh yang signifikan antara kualitas pelayanan dengan loyalitas pelanggan. Selanjutnya penelitian ini menunjukkan bahwa kualitas pelayanan berpengaruh signifikan terhadap kepuasan pelanggan. Kemudian, penelitian ini menemukan bahwa kualitas layanan berpengaruh signifikan terhadap nilai yang dirasakan. Penelitian ini juga menemukan bahwa perceived value berpengaruh signifikan terhadap kepuasan pelanggan. Hasil akhir penelitian ini menunjukkan bahwa kepuasan pelanggan berpengaruh signifikan terhadap loyalitas pelanggan.
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