| dc.contributor.author | militina, theresia | |
| dc.date.accessioned | 2022-01-18T22:24:41Z | |
| dc.date.available | 2022-01-18T22:24:41Z | |
| dc.date.issued | 2021 | |
| dc.identifier.issn | e-ISSN :2378-703X | |
| dc.identifier.uri | http://repository.unmul.ac.id/handle/123456789/15514 | |
| dc.description.abstract | This study aims to determine the effect of service quality, customer value and trust on customer
satisfaction and loyalty (Study at BNI Samarinda). The existence of tourism activities has a very big impact, one
of which is reducing unemployment and increasing the standard of living of the surrounding community. The
population in this study were customers of BNI Samarinda, the sample in this study were 115 customers.
Methods of data collection are carried out by distributing questionnaires or questionnaires to respondents who
become the research sample. This study used data analysis tools, namely the validity and reliability tests, so this
study used the partial least square (PLS) analysis method. The tools used in data processing use the PLS Smart
program. The results show that 1) Service quality has a significant effect on customer satisfaction in BNI
Samarinda, 2) Service quality has a significant effect on customer satisfaction in BNI Samarinda, 3) Trust has a
significant effect on customer satisfaction in BNI Samarinda. 4) Service quality has a significant effect on
customer loyalty BNI Samarinda 5) Customer value has a significant effect on customer loyalty BNI Samarinda
6) Trust has a significant effect on customer loyalty BNI Samarinda 7) Satisfaction has a significant effect on
customer loyalty BNI Samarinda | en_US |
| dc.description.abstract | This study aims to determine the effect of service quality, customer value and trust on customer
satisfaction and loyalty (Study at BNI Samarinda). The existence of tourism activities has a very big impact, one
of which is reducing unemployment and increasing the standard of living of the surrounding community. The
population in this study were customers of BNI Samarinda, the sample in this study were 115 customers.
Methods of data collection are carried out by distributing questionnaires or questionnaires to respondents who
become the research sample. This study used data analysis tools, namely the validity and reliability tests, so this
study used the partial least square (PLS) analysis method. The tools used in data processing use the PLS Smart
program. The results show that 1) Service quality has a significant effect on customer satisfaction in BNI
Samarinda, 2) Service quality has a significant effect on customer satisfaction in BNI Samarinda, 3) Trust has a
significant effect on customer satisfaction in BNI Samarinda. 4) Service quality has a significant effect on
customer loyalty BNI Samarinda 5) Customer value has a significant effect on customer loyalty BNI Samarinda
6) Trust has a significant effect on customer loyalty BNI Samarinda 7) Satisfaction has a significant effect on
customer loyalty BNI Samarinda | en_US |
| dc.subject | Service quality, customer loyalty, customer satisfaction, customer value, trus | en_US |
| dc.subject | Service quality, customer loyalty, customer satisfaction, customer value, trus | en_US |
| dc.title | Effect of service quality, customer value and trust on the satisfaction and loyalty of bni samarinda customers | en_US |
