PENGARUH CITRA PERUSAHAAN, NILAI YANG DIRASA TERHADAP LOYALITAS NASABAH BANK BRI BRITAMA SURABAYA DENGAN MEDIASI KEPUASAN NASABAH

SUJAYANTI, WANTI PRATIWI (2016) PENGARUH CITRA PERUSAHAAN, NILAI YANG DIRASA TERHADAP LOYALITAS NASABAH BANK BRI BRITAMA SURABAYA DENGAN MEDIASI KEPUASAN NASABAH. Undergraduate thesis, STIE PERBANAS SURABAYA.

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Abstract

THE DEVELOPMENT OF THE CORPORATE WORLD TODAY HAS BEEN COLORED BY AN INCREASINGLY TIGHT COMPETITION. THIS IS CAUSE DUE TO THE CURRENT OF GLOBALIZATION INCREASINGLY WIDE OPEN FOR ANY BUSINESS PERSON. SEE MORE INTENSE COMPETITION IN CAPTURING MARKET SHARE IS CURRENTLY THE BIG TASK OF THE BANKING INDUSTRY TO EXAMINE THE EXTENT TO WHICH THE NEEDS AND WANTS OF THE CUSTOMER AT THE MOMENT. THE CREATION OF A STATE NEED EACH OTHER PROMPTED THE EMERGENCE OF LOYALTY WITHIN THE CUSTOMER SO THERE ARIES A DESIRE TO MOVE TO ANOTHER BANK. SATISFACTION IS AN IMPORTANT FACTOR IN SHAPING THE LOYALTY. A SATISFIED CUSTOMER OF BANK SERVICE WILL BE LOYAL TO THE BANK. THE LOYAL ATTITUDE CAN BE DEMONSTRATED THROUGH A DESIRE TO KEEP CHOOSING THE SAME BANK AND COMMUNICATE BAY WORD OF MOUTH TO OTHERS. SATISFACTION IS AN ATTITUDE WHICH IS THE INTENTION TO MAINTAIN A LONG-TERM RELATIONSHIP BECAUSE THE RELATIONSHIP IS CONSIDERED VALUABLE AND PROVIDES BENEFITS IN THE FORM OF CUSTOMER LOYALTY. THIS RESEARCH USING QUANTITATIVE METHODS. DATA RETRIEVAL METHOD IS TO USE THE DISTRIBUTION OF QUESTIONNAIRES TO RESPONDENTS BRITAMA BANK BRI SURABAYA. THIS RESEARCH RESULTED IN THAT COMPANY'S IMAGE AND PERCEIVED VALUE HAS NO EFFECT ON CUSTOMER SATISFACTION, CUSTOMER SATISFACTION AND LOYALTY TO CLIENTS. THIS SHOWS THAT CUSTOMER SATISFACTION HAS SUCCESSFULLY MEDIATED THE RELATIONSHIP THE CORPORATE IMAGE AND VALUE OF CUSTOMER LOYALTY TO WHERE. KEYWORDS:CORPORATE IMAGE, PERCEIVED VALUE, CUTOMER SATISFACTION, CUSTOMER LOYALTY

Item Type: Thesis (Undergraduate)
Subjects: 300 - SOCIAL SCIENCE > 332.12 - BANKS & BANKING
Divisions: Bachelor of Management
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 06 Jul 2017 01:27
Last Modified: 13 Dec 2017 06:36
URI: http://eprints.perbanas.ac.id/id/eprint/1576

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