PENGARUH KEPERCAYAAN, KEPUASAN DAN REPUTASI TERHADAP LOYALITAS NASABAH PENGGUNA INTERNET BANKING BANK MANDIRI DI SURABAYA

LANTIKA, AGNES NUR (2016) PENGARUH KEPERCAYAAN, KEPUASAN DAN REPUTASI TERHADAP LOYALITAS NASABAH PENGGUNA INTERNET BANKING BANK MANDIRI DI SURABAYA. Undergraduate thesis, STIE PERBANAS SURABAYA.

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Abstract

This research aimed to analyze and determine the effect of trust, satisfaction and reputation on customer loyalty internet banking user Bank Mandiri in Surabaya. Researchers used three independent variables are trust, satisfaction and reputation can affect the dependent variable is the customer loyalty. The population in this reseach are customers of Bank Mandiri in Surabaya. This research used a sample of 130 respondents in Surabaya by using purposive sampling. Data collection techniques by distributing questionnaires. The results showed that the variables of satisfaction and reputation positive and significant effect on customer loyalty internet banking user Bank Mandiri in Surabaya and variable of trust negative and not significant effect on customer loyalty internet banking user Bank Mandiri in Surabaya. The implications of this research are expected to provide input to the for more attention to security in transactions, maintain customer data when internet banking transactions. doing Keywords : Keyword : Trust, Satisfaction, Reputation, Customer Loyalty, Internet Banking Bank Mandiri

Item Type: Thesis (Undergraduate)
Subjects: 300 - SOCIAL SCIENCE > 332.12 - BANKS & BANKING
Divisions: Bachelor of Management
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 21 Nov 2017 07:47
Last Modified: 21 Nov 2017 07:47
URI: http://eprints.perbanas.ac.id/id/eprint/2436

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