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KEPUASAN NASABAH ATAS PENGGUNAAN TEKNOLOGI SELF SERVICE TERMINAL (ATM NON TUNAI) PADA BANK CIMB NIAGA SURABAYA

JOELIANTO, EDY (2015) KEPUASAN NASABAH ATAS PENGGUNAAN TEKNOLOGI SELF SERVICE TERMINAL (ATM NON TUNAI) PADA BANK CIMB NIAGA SURABAYA. Masters thesis, STIE PERBANAS SURABAYA.

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ARTIKEL ILMIAH.pdf

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Abstract

The purpose of this research aimed to identify the general characteristics of customers, to analyze the factors affecting customer satisfaction on non-cash-based technology service, to measure the level of customers satisfaction and loyalty, to analyze the influence of customers satisfaction and loyalty, and to formulate managerial implications associated with increased service quality at Bank CIMB Niaga branch of Surabaya. The result of the research showed that interaction provided in the website of Bank CIMB Niaga branch of Surabaya is the most influential due to ease of use in the non-cash bank transaction with respect to information quality and the timely information delivery is the most attractive for the customers. Keywords : Bank CIMB Niaga, Non-Cash-Based echnology Service, Customer Satisfaction, and Customer Loyalty

Item Type: Thesis (Masters)
Subjects: 300 - SOCIAL SCIENCE > 332.17 - BANKING SERVICES
Divisions: Magister of Management
Depositing User: Perpustakaan Universitas Hayam Wuruk Perbanas Surabaya
Date Deposited: 06 Jul 2017 03:35
Last Modified: 20 Nov 2017 07:14
URI: http://eprints.perbanas.ac.id/id/eprint/1661

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