PENGARUH KEPUASAN TERHADAP LOYALITAS DENGAN MEDIASI KOMITMEN PADA NASABAH BANK BCA KCP NGORO MOJOKERTO

RISKIYATI, IKA (2012) PENGARUH KEPUASAN TERHADAP LOYALITAS DENGAN MEDIASI KOMITMEN PADA NASABAH BANK BCA KCP NGORO MOJOKERTO. Undergraduate thesis, STIE PERBANAS SURABAYA.

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Abstract

Research show that how customer satisfaction, loyalty and commitment are defined and relate to each other. The design of this study using judgment sampling. The data was collected using questionnaire. It is based on 110 responses collected from Banking BCA KCP Ngoro Mojokerto. The method analysis used in this research is maximum likehood test using the program AMOS version 18.0. the results showed that just three hypothesis was accepted, customer satisfaction to customer commitment has a significant influence, customer commitment to customer loyalty has a significant influence, and customer satisfaction to customer loyalty with a customer commitment as a mediating has a significant influence. Keyword : Customer satisfaction, Customer commitment, Customer loyalty.

Item Type: Thesis (Undergraduate)
Subjects: 300 - SOCIAL SCIENCE > 332.12 - BANKS & BANKING
Divisions: Bachelor of Management
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 07 Sep 2017 02:36
Last Modified: 19 Jul 2018 02:35
URI: http://eprints.perbanas.ac.id/id/eprint/2323

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