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PENGARUH KEDEKATAN HUBUNGAN DAN KUALITAS HUBUNGAN TERHADAP KEPUASAN NASABAH UMKM ATAS LAYANAN KREDIT PERBANKAN DI SURABAYA

WIDIATAMA, NOVA AVIAN (2015) PENGARUH KEDEKATAN HUBUNGAN DAN KUALITAS HUBUNGAN TERHADAP KEPUASAN NASABAH UMKM ATAS LAYANAN KREDIT PERBANKAN DI SURABAYA. Masters thesis, STIE PERBANAS SURABAYA.

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Abstract

This research examines the influence of bank employee’s intimacy to small medium enterprises’ customer’s satisfaction and also the influence of bank employee’s relationship quality to small medium enterprise’s customer on credit services given to them. This research is also proposed a conceptual model on relationship between relationship quality variable, intimacy variable and its impact to the loyalty of small medium enterprise’ consumer in Surabaya. Hypothesis testing performed by empirical study to 125 respondents of small medium enterprise’ debtor in Surabaya to questionnaire indicators, while statistical analysis in this research performed by using structural equation modeling (SEM). Result of this analysis test showed that environment factor is the more determining factors on relationship quality rather than interpersonal factor, while credibility factor is the more determining factor on intimacy rather than employee’s hospitality. Intimacy is positively not significant to customer’s satisfaction, and relationship quality is positively not significant also to customer’s satisfaction, while intimacy is positively significant to customer’s relationship quality. This research results suggest banking industry on marketing their product to dig deeper on intimacy to improve the employee’s hospitality that having low valuation and relationship quality on employee’s behavior, credit policy and employee’s expertise. Keywords: Intimacy, relationship quality, 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: 08 Sep 2017 04:20
Last Modified: 20 Nov 2017 07:13
URI: http://eprints.perbanas.ac.id/id/eprint/2394

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