HIBAH PENELITIAN TIM PASCASARJANA STUDI MANFAAT YANG DICARI NASABAH UMKM DAN PENGARUHNYA TERHADAP KEPUASAN PADA LAYANAN KREDIT BANK KONVENSIONAL

SUKMAPUTRI, ANISSA (2014) HIBAH PENELITIAN TIM PASCASARJANA STUDI MANFAAT YANG DICARI NASABAH UMKM DAN PENGARUHNYA TERHADAP KEPUASAN PADA LAYANAN KREDIT BANK KONVENSIONAL. Masters thesis, STIE Perbanas Surabaya.

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Abstract

This research is purposed to review factors determining benefit expected by Micro, Small and Medium enterprise bank customers, and also reviewing impact of benefit expected to satisfaction of credit services given by conventional bank, and also comparing factors expected between micro, small and medium enterprise bank customers. Based on theory relationship of relational benefit and satisfaction, this research is having sample of 150 conventional bank customers of Micro, Small and Medium enterprise in Surabaya and cities surround it. Analysis used is descriptive analysis, factor, multiple regression using SPSS 18. Relational benefits expected by micro enterprise is that the customer intimacy to contact personnel, and trust over quality, both factors are influencing satisfaction. For small enterprises, relational benefits expected is that customer intimacy to contact personnel and also conformity of services and priority. From these three factors, factors influencing satisfaction is conformity of services and priority. While for medium enterprises relational benefits expected is customer intimacy to contact personnel, additional services and conformity of services. From these three factors, factors influencing satisfaction is additional services and conformity of services. Key words: Benefits, Satisfaction, Micro, Small Medium Enterprises and Conventional Bank.

Item Type: Thesis (Masters)
Subjects: 300 - SOCIAL SCIENCE > 332.12 - BANKS & BANKING
300 - SOCIAL SCIENCE > 332.17 - BANKING SERVICES
Divisions: Magister of Management
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 25 Jul 2016 04:23
Last Modified: 25 Jul 2016 04:23
URI: http://eprints.perbanas.ac.id/id/eprint/217

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