SYIFA, ASTIA (2016) PENGARUH KEPERCAYAAN, KUALITAS LAYANAN, KEPUASAN, REPUTASI, DAN KEBIASAAN TERHADAP LOYALITAS NASABAH PENGGUNA INTERNET BANKING BANK BCA DI SURABAYA. Undergraduate thesis, STIE Perbanas.
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Abstract
This study aims to determine customer loyalty BCA internet banking users. This research was conducted in the city of Surabaya. In this study indicated there are five factors that affect customer loyalty is trust, service quality, customer satisfaction, habits, and reputation. In this research using questionnaires as the research instrument. Data as many as seven four respondents researchers took from customers BCA internet banking users in Surabaya. Here researchers deploy as many as seventy-four questionnaires in research. The subjects in this study are customers BCA internet banking users in Surabaya. In this study, researchers used data analysis with linear regression test, t test, and also test F. In this study get the result that the trust and customer satisfaction signifkan no effect on customer loyalty BCA internet banking in Surabaya. While three other factors that services quality, habit, and reputation have a significant effect on customer loyalty BCA internet banking users in Surabaya. Keyword : Trust, Service Quality, Customer Satisfaction, Habits Reputation, Loyalty.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.151 1 - MANAGEMENT ACCOUNTING |
| Divisions: | Bachelor of Management |
| Depositing User: | Perpustakaan Universitas Hayam Wuruk Perbanas |
| Date Deposited: | 02 Nov 2016 04:13 |
| Last Modified: | 02 Nov 2016 04:13 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/332 |
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