ANALISIS PERBEDAAN IHSG SEBELUM DAN SESUDAH PENGUMUMAN KEMENANGAN KHOFIFAH MENJADI GUBERNUR JAWA TIMUR (Studi Kasus Pada Bursa Efek Indonesia)

YOLANDA RIHADATUL AIYS, YOLANDA RIHADATUL AIYS (2019) ANALISIS PERBEDAAN IHSG SEBELUM DAN SESUDAH PENGUMUMAN KEMENANGAN KHOFIFAH MENJADI GUBERNUR JAWA TIMUR (Studi Kasus Pada Bursa Efek Indonesia). Bachelor thesis, UNIVERSITAS ISLAM MAJAPAHIT MOJOKERTO.

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Abstract

ABSTRACT Aiys, Yolanda Rihadatul, 2018. Effect of Service Quality and Customer Satisfaction on Customer Loyalty at Mojokerto Jetis BRI Units. Thesis / final project, Marketing Management Study Program, Faculty of Economics, Majapahit Islamic University (UNIM). Advisor I: Eny Setyariningsih, SE., MM Counselor II: Rini Armin, SP., SE., MM The Bank is a financial intermediary institution which is generally established with the authority to receive deposits, lend money and issue banknotes (money changers). This study aims to find out how much the quality of service and customer satisfaction on the loyalty of Nassabah in the BRI Jetis Unit in Mojokerto. This type of research uses quantitative research. The model used in this study is questionnaire method, interview and variable measurement scale using a Likert scale. The population in this study were BRI unit customers in Kupang with the sampling method used was purposive sampling as many as 100 samples. The results of this study indicate that service quality and customer satisfaction together have a positive influence, where the regression equation Y = 0.412X1 + 0.488X2. In addition, the F test shows that service quality and customer satisfaction have a significant influence on customer loyalty with a significant level of 0,000 or 0%. Then based on partial tests all independent variables have a significant effect on customer loyalty, namely service quality variables have a significant level of 0,000 and customer satisfaction variables have a significant level of 0,000. Keywords: service quality, customer satisfaction, customer loyalty

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