PENGARUH KEPUASAN, CITRA MEREK, KEMUDAHAN PENGGUNAAN, TERHADAP KEPERCAYAAN DAN KOMITMEN NASABAH TAHAPAN XPRESI BCA DI SURABAYA

ARISANDI, RIZKI DEVI (2016) PENGARUH KEPUASAN, CITRA MEREK, KEMUDAHAN PENGGUNAAN, TERHADAP KEPERCAYAAN DAN KOMITMEN NASABAH TAHAPAN XPRESI BCA DI SURABAYA. Undergraduate thesis, STIE PERBANAS SURABAYA.

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Abstract

PT Bank Central Asia Tbk is the largest private bank in Indonesia that focuses as Transactional Bank. BCA has a wide range of products offered to consumers in order to provide customer satisfaction, image building or provide ease of use to customers. One of the products offered BCA is a tahapan Xpresi BCA, where the product has many advantages compared to other phases of the BCA. This study aimed to analyze the significance of the influence of satisfaction, brand image, and ease of use on customer trust tahapan Xpresi BCA in Surabaya, as well as to analyze the influence of the significance of customer trust on commitment tahapan Xpresi BCA in Surabaya. This research is a quantitative research that analyzes the data in the form of numbers and secondary data. The population in this study is the customer tahapan Xpresi BCA in Surabaya were 120 respondents. The analysis technique used is The Structural Equation Model (SEM) with AMOS software. The results of this study indicate that (1) there is a positive significant influence of satisfaction on customer trust tahapan Xpresi BCA in Surabaya; (2) there is a positive significant influence of brand image on customer trust tahapan Xpresi BCA in Surabaya; (3) there is a positive significant influence of ease of use on customer trust tahapan Xpresi BCA in Surabaya; (4) there is a positive significant influence of customer trust on commitment tahapan Xpresi BCA in Surabaya. Keywords: Satisfaction, Brand Image, Ease of Use, Customer Trust, Commitment.

Item Type: Thesis (Undergraduate)
Subjects: 300 - SOCIAL SCIENCE > 332.17 - BANKING SERVICES
Divisions: Bachelor of Management
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 04 Sep 2017 02:17
Last Modified: 04 Sep 2017 02:17
URI: http://eprints.perbanas.ac.id/id/eprint/2230

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