HANDOGO, NURUL FITRIA (2013) PENGARUH KEPUASAN DAN KEPERCAYAAN TERHADAP KOMITMEN DAN DAMPAKNYA PADA LOYALITAS NASABAH PRODUK TABUNGAN BANK BNI DI SURABAYA. Undergraduate thesis, STIE PERBANAS SURABAYA.
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Abstract
Customer’s satisfaction is the most valuable thing in banking industry because cutomer’s satisfaction is the key of the bank to collect their cutomer’s and get the benefits from them. Data was collected by giving the quistionaire to the respondents. The population of this study is the cutomers of BNI in Surabaya. The samples are 125 respondents and used conviance sampling for the technique. The variables in this study are satisfaction, trust, commitment and loyalty of the customers. The result of this study are 1) The satisfaction has no significantly effect to commitment 2) Trust has significantly affect to commitment, and 3) The commitment has significantly affect to loyalty. So the bank has to improve their service to keep the customer’s satisfaction, trust and loyalty. Keyword: Satisfaction, Trust, Commitment, loyalty.
| Item Type: | Thesis (Undergraduate) |
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| Subjects: | 300 - SOCIAL SCIENCE > 330 - 339 ECONOMICS > 332 - FINANCIAL ECONOMICS > 332.17 - BANKING SERVICES |
| Divisions: | Bachelor of Management |
| Depositing User: | Perpustakaan Universitas Hayam Wuruk Perbanas |
| Date Deposited: | 16 May 2017 07:45 |
| Last Modified: | 16 May 2017 07:45 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/1278 |
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