PENGARUH KEANDALAN, NILAI KENYAMANAN, DAN KOMITMEN TERHADAP LOYALITAS NASABAH TABUNGAN BANK BJB DI SURABAYA

ARIKAWATI, NADHIRA QAYS (2017) PENGARUH KEANDALAN, NILAI KENYAMANAN, DAN KOMITMEN TERHADAP LOYALITAS NASABAH TABUNGAN BANK BJB DI SURABAYA. Undergraduate thesis, STIE PERBANAS SURABAYA.

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Abstract

Banking industry in Indonesia was very competitive and growing. People nowadays have bank account already. This study is examining the influence of reliability, convenience value and commitment on costumers’ loyalty of BJB in Surabaya. Samples are 74 respo ndents who are saving in BJB. Technique analysis was used multiple regression analysis. From the collected data, the results found that reliability, convenience value and commitment have significant effect on costumers’ loyalty of BJB in Surabaya. The resu lts also found that reliability has positive significant effect on costumers’ loyalty of BJB in Surabaya,convenience value has positive significant effect on costumers’ loyalty of BJB in Surabaya, and commitment also has positive significant effect on cost umers’ loyalty of BJB in Surabaya. Keywords : Reliability, Convenience Value, Commitment, and 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: 05 Sep 2017 03:52
Last Modified: 05 Sep 2017 03:52
URI: http://eprints.perbanas.ac.id/id/eprint/2835

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