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Pengaruh Kualitas Layanan Terhadap Retensi Pelanggan Pada Layanan Mobile Banking Melalui Kualitas Hubungan Sebagai Mediasi
This study seeks to identify the effects of service quality components of mobile banking towards customer retention, through the mediation of relationship quality which consists of satisfaction, trust, and commitment. The sample of this study consists of mobile banking customers from the millennial generation in Indonesia. The data that was acquired in this study was then processed through Structural Equation Modelling. The result of this study shows how practicality, security and privacy, and enjoyment of mobile banking influences the satisfaction of mobile banking users, which in turn affects the trust and commitment of said users, thereby increasing the level of customer retention.Ada Tabel
Ketersediaan
| Call Number | Location | Available |
|---|---|---|
| 12520 | PSB lt.2 - Karya Akhir | 1 |
| Penerbit | Depok: Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Indonesia 2020 |
|---|---|
| Edisi | - |
| Subjek | Service quality Relationship marketing Mobile banking Relationship quality Customer Retention |
| ISBN/ISSN | - |
| Klasifikasi | - |
| Deskripsi Fisik | iii, 262 p. ; diagr. ; 30 cm |
| Info Detail Spesifik | - |
| Other Version/Related | Tidak tersedia versi lain |
| Lampiran Berkas | Tidak Ada Data |