Employee attitude and service performance, employee personality traits, dan perceived value terhadap loyalty yang dimediasi satisfaction.

DETAIL KOLEKSI

Employee attitude and service performance, employee personality traits, dan perceived value terhadap loyalty yang dimediasi satisfaction.

Oleh : Kenneth Thaddeus Santoso

Info Katalog

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2026

Pembimbing 1 : Diah Astarini

Pembimbing 2 : Nama Saya

Subyek : Employees--Attitudes;Customer loyalty;Customer satisfaction

Kata Kunci : employee attitude and service performance, employee personality traits, perceived value, satisfactio

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.
1.	2026_SK_SMJ_022002003009_Halaman-Judul.pdf	10
2.	2026_SK_SMJ_022002003009_Surat-Pernyataan-Revisi-Terakhir.pdf
3.	2026_SK_SMJ_022002003009_Surat-Hasil-Similaritas.pdf	1
4.	2026_SK_SMJ_022002003009_Halaman-Pernyataan-Persetujuan-Publikasi-Tugas-Akhir-untuk-Kepentingan-Akademis.pdf	1
5.	2026_SK_SMJ_022002003009_Lembar-Pengesahan.pdf
6.	2026_SK_SMJ_022002003009_Pernyataan-Orisinalitas.pdf	1
7.	2026_SK_SMJ_022002003009_Formulir-Persetujuan-Publikasi-Karya-Ilmiah.pdf	1
8.	2026_SK_SMJ_022002003009_Bab-1.pdf	12
9.	2026_SK_SMJ_022002003009_Bab-2.pdf	24
10.	2026_SK_SMJ_022002003009_Bab-3.pdf	19
11.	2026_SK_SMJ_022002003009_Bab-4.pdf	23
12.	2026_SK_SMJ_022002003009_Bab-5.pdf	3
13.	2026_SK_SMJ_022002003009_Daftar-Pustaka.pdf	4
14.	2026_SK_SMJ_022002003009_Lampiran.pdf	23

Abstrak
Abstract

A Abstrakttujuan dari penelitian ini adalah untuk menguji faktor-faktor yang mempengaruhi satisfaction dan loyalty pada industri perbankan ritel indonesia. penelitian ini merupakan penelitian uji hipotesis yang dilakukan di wilayah jabodetabek. data dikumpulkan melalui penyebaran kuesioner kepada 213 responden yang merupakan nasabah perbankan ritel dan memiliki pengalaman berinteraksi dengan pegawai bank dan menggunakan layanan perbankan dalam setahun terakhir. respondennya terdiri dari individu berusia tujuh belas tahun ke atas. data dianalisis menggunakan structural equation modeling (sem) dengan dukungan statistical package for the social sciences (spss) dan amos 21. hasil penelitian ini menunjukkan bahwa employee attitude and service performance, employee personality traits, dan perceived value mempunyai pengaruh positif terhadap satisfaction. selain itu, employee attitude and service performance, employee personality traits, perceived value, dan satisfaction ditemukan berpengaruh positif terhadap loyalty. lebih lanjut, satisfaction terbukti memediasi hubungan antara employee attitude and service performance, employee personality traits, dan perceived value, dan loyalty.

T The purpose of this study is to examine the factors that influence customer satisfaction and customer loyalty in the indonesian retail banking industry. this research is a hypothesis-testing study conducted in the jabodetabek area. data were collected through the distribution of questionnaires to 213 respondents who are retail banking customers and have experience interacting with bank employees and using banking services within the past year. the respondents consisted of individuals aged seventeen years and above. the data were analyzed using structural equation modeling (sem) with the support of the statistical package for the social sciences (spss) and amos 21. the results of this study indicate that employee attitude and service performance, employee personality traits, and perceived value have positive influences on customer satisfaction. in addition, employee attitude and service performance, employee personality traits, perceived value, and customer satisfaction are found to positively influence customer loyalty. furthermore, customer satisfaction is proven to mediate the relationships between employee attitude and service performance, employee personality traits, perceived value, and customer loyalty.