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PENGARUH KUALITAS HUBUNGAN DAN KEPUASAN TERHADAP KOMITMEN SERTA DAMPAKNYA PADA LOYALITAS NASABAH TABUNGAN BANK BRI DI SURABAYA

HAMKA, ANGGA PRADITA DAVID (2013) PENGARUH KUALITAS HUBUNGAN DAN KEPUASAN TERHADAP KOMITMEN SERTA DAMPAKNYA PADA LOYALITAS NASABAH TABUNGAN BANK BRI DI SURABAYA. Undergraduate thesis, STIE PERBANAS SURABAYA.

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Abstract

The background of this research is competition phenomenon of banking industry in order to gain customer loyalty. Bank Rakyat Indonesia needs to maintain and enhance a new strategy to keep its customers to remain loyal even increase the number of customers, if want to win the competition and become the market leader in the banking industry. It required an effort to maintain and continuously improve the development of strategy and innovation. A banking company which is able to offer excellence through outstanding service, ultimately to influence attitude of customers to be loyal in a banking company. Specifically, this study aimed to determine the effect of relationship quality and satisfaction of the commitment and the impact on customer loyalty in savings of BRI banks in Surabaya. After a literature review and preparation of hypotheses,A number of data were collected through questionnaire method on 150 respondents of Bank Rakyat Indonesia customers who are using service of saving product and in the area to be reviewed BRI banks in Surabaya whom are customers for at least one year and have minimal interaction with the bank employees five times during theyear. The analysis instruments which being used is Structural Equation Modeling (SEM). Then the hypothesis which had been appointed in this study are as follows: 1) Quality of relationships affect satisfaction of customers in saving of BRI banks in Surabaya, 2) Customer satisfaction affects the loyality of customers in saving of BRI banks in Surabaya, 3) Customer satisfaction affects the commitment of customers in saving of BRI banks in Surabaya, 4) The Commitment of customers influence customers loyalty in saving of BRI banks in Surabaya. Keyword: Relationship quality, Satisfaction, Commitment, loyalty, SEM.xiv

Item Type: Thesis (Undergraduate)
Subjects: 300 - SOCIAL SCIENCE > 332.17 - BANKING SERVICES
Divisions: Bachelor of Management
Depositing User: Perpustakaan Universitas Hayam Wuruk Perbanas Surabaya
Date Deposited: 23 May 2017 01:32
Last Modified: 23 May 2017 01:32
URI: http://eprints.perbanas.ac.id/id/eprint/1222

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