MEMBANGUN LOYALITAS NASABAH USAHA KECIL DAN MENENGAH MELALUI PENCIPTAAN MANFAAT RELASIONAL DAN KUALITAS HUBUNGAN DALAM LAYANAN KREDIT PADA PERBANKAN ISLAM

TAPRATIWI, LUSI DIAJENG (2015) MEMBANGUN LOYALITAS NASABAH USAHA KECIL DAN MENENGAH MELALUI PENCIPTAAN MANFAAT RELASIONAL DAN KUALITAS HUBUNGAN DALAM LAYANAN KREDIT PADA PERBANKAN ISLAM. Masters thesis, STIE Perbanas Surabaya.

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Abstract

As a new comer in banking industries, Islamic banking like conventional banking has a crucial problem for maintaining customer loyalty, specifically for Small and Medium Enterprises (SME) segment as potential customers. The purpose of this research is t o examine the effect of Relational Benefits and Relationship Quality in credit delivering service on Satisfaction and customer Loyalty of SME in Surabaya. Research involved 187 owners of SME who have credit account in Islamic bank. By questionnaires and Structural Equation Modeling (SEM) analysis, the results show that Relational Benefits have significant impact on Customer Satisfaction Loyalty. Beside it, research also found that Customer Satisfaction has a significant impact on Customer Loyalty. One of the findings which is different from previously research is the insignificantly effect of Relational Benefits on customer Satisfaction due to the homogeneity of relational benefits in this industry. The implication of the results is bank should create specific benefits as differentiation strategy in credit delivering services and maintain relationship quality consistently for creating customer satisfaction and loyalty. Keywords : Relational Benefits, Relationship Quality, Satisfaction, Loyalty, Islamic bank

Item Type: Thesis (Masters)
Subjects: 300 - SOCIAL SCIENCE > 332.12 - BANKS & BANKING
600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.87 - MARKETING CHANNELS
600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.88 - CREDIT MANAGEMENT
Divisions: Magister of Management
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 23 Jul 2016 06:43
Last Modified: 23 Jul 2016 06:43
URI: http://eprints.perbanas.ac.id/id/eprint/181

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