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PENGARUH KEADILAN LAYANAN, KUALITAS LAYANAN, KEPERCAYAAN, DAN NILAI PELANGGAN TERHADAP KEPUASAN NASABAH PADA PT. BANK RAKYAT INDONESIA (PERSERO), TBK DI SURABAYA

PRAYOGA, ARDE (2017) PENGARUH KEADILAN LAYANAN, KUALITAS LAYANAN, KEPERCAYAAN, DAN NILAI PELANGGAN TERHADAP KEPUASAN NASABAH PADA PT. BANK RAKYAT INDONESIA (PERSERO), TBK DI SURABAYA. Masters thesis, STIE PERBANAS SURABAYA.

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ARTIKEL ILMIAH.pdf

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COVER.pdf

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BAB I.pdf

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LAMPIRAN.pdf
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Abstract

The purpose of this research is to analyze wheater Service Fairness, Service Quality, Trust, and Customer Value simultaneously and partially have significant effect toward Customer Satisfaction of PT. Bank Rakyat Indonesia (Persero), Tbk in Surabaya.This research was used by using questionnaires methods. Population of this study was BRI funding customers in Surabaya. Research involves to 240 BRI customers. The sampling technique in this study was used Accidental Sampling. The Technique of data analysis using multiple linier regression analysis.The result of the research showed that Service Fairness, Service Quality, Trust, and Customer Value simultaneously have significant effect toward Customer Satisfaction of PT. Bank Rakyat Indonesia (Persero), Tbk in Surabaya. Trust and Customer Value partially have positive significant effect towards Customer Satisfaction. Service Fairness and Service Quality partially have insignificance effect toward Customer Satisfaction Keywords : Service Fairness, Service Quality, Trust, Customer Value, Customer Satisfaction

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: 04 Sep 2017 10:54
Last Modified: 03 Jul 2018 05:47
URI: http://eprints.perbanas.ac.id/id/eprint/2305

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