PUSPITASARI, HENY WAHYU (2013) PENGARUH KUALITAS KOMUNIKASI ORGANISASI TERHADAP LOYALITAS NASABAH MELALUI KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING PADA BANK CIMB NIAGA DI SURABAYA. Undergraduate thesis, STIE PERBANAS SURABAYA.
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Abstract
In this globalization era of keen competition in the banking industry can not be avoided. So, the bank should be able to improve the quality of organizational communication in order to influence customer satisfaction. moreover banking industry must strive so that customers have a high level of loyalty from time to time. The purpose of this research is to analyze the influence of organizational communication quality on customer loyalty through customer satisfaction as an intervening variable in bank CIMB NIAGA in surabaya. Data collection instrument in the form of a questionnaire that measured with a likert scale and the respondents are 120 customer bank CIMB NIAGA at Surabaya. This research were analyzed using technique SEM (Structural Equation Modelling) by program package AMOS 18.0. This research have four hypothesis and the results is H1 variable organizational communication quality is not significant toward customer loyalty. H2 Variabel organizational communication quality shown a positive effect is significant toward customer satisfaction. While H3 the variable customer satisfaction toward customer loyalty isn’t significant influence. On the other hand, H4 variables organizational communication quality toward through customer satisfaction as an intervening variable isn’t significant effect. Keywords : Organizational Communication Quality, Customer Satisfaction,Customer Loyalty
| Item Type: | Thesis (Undergraduate) |
|---|---|
| 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: | 17 May 2017 07:32 |
| Last Modified: | 17 May 2017 07:32 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/1305 |
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