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PENGARUH MANFAAT RELASIONAL DALAM LAYANAN KREDIT MODAL KERJA TERHADAP KOMITMEN DAN DAMPAKNYA PADA LOYALITAS NASABAH UMKM DI BANK UMUM SURABAYA

DEVI M I, DIANA RANI (2015) PENGARUH MANFAAT RELASIONAL DALAM LAYANAN KREDIT MODAL KERJA TERHADAP KOMITMEN DAN DAMPAKNYA PADA LOYALITAS NASABAH UMKM DI BANK UMUM SURABAYA. Masters thesis, STIE PERBANAS SURABAYA.

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Abstract

This study aims to determine: (1) the effect of relational benefits in working capital loans services on SME commitment of customers, (2) the effect of customer loyalty commitment to SME in the service of working capital loans and (3) the effect of relational benefits on customer loyalty SME in the service of working capital loans. Respondents in this study were 135 people with criteria for SME customers in the Bank BRI, Bank Mega and Bank Danamon is already utilizing the services of credit and are taking kreditminimal 1 year, customers who live in the city of Surabaya, and customers who have a ceiling of between 100 million and 5 billion. Sampling using non random sampling method in which each unit of the population does not represent equal opportunity to be elected to the sample with purposive sampling technique followed by convenience sampling. Data were analyzed by using Partial Least Square (PLS) with application software Statistics Special Package for Science (SPSS). The results showed that the benefits of relational variables in working capital credit services has a significant positive effect on the commitment of SME customers in commercial banks Surabaya, variable customer commitment to service working capital loans have a significant positive effect on customer loyalty SME in commercial banks Surabaya and variable relational benefits in the service of working capital loans have a significant positive effect on customer loyalty SME in commercial banks Surabaya. Keywords: relational benefits, commitment and customer loyalty.

Item Type: Thesis (Masters)
Subjects: 300 - SOCIAL SCIENCE > 332.17 - BANKING SERVICES
600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Magister of Management
Depositing User: Perpustakaan Universitas Hayam Wuruk Perbanas Surabaya
Date Deposited: 02 Aug 2017 01:29
Last Modified: 20 Nov 2017 07:12
URI: http://eprints.perbanas.ac.id/id/eprint/2569

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