PENGARUH SELF SERVICE TECHNOLOGY, KUALITAS LAYANAN, HUBUNGAN PEMASARAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH PADA BANK BNI DI SURABAYA

AZISYAH, DEVI AYU (2016) PENGARUH SELF SERVICE TECHNOLOGY, KUALITAS LAYANAN, HUBUNGAN PEMASARAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH PADA BANK BNI DI SURABAYA. Undergraduate thesis, STIE Perbanas Surabaya.

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Abstract

The increasing intensity of competition in the banking world, the bank must be creative and inovative on their service and product. Every bank must be concern on what customer need and what they want, which makes them better and more satisfied than the other competitor. The aim of this research is to asses the influence of self-service technology, service quality, and relationship marketing on satisfaction and loyalty of customer of bank BNI in Surabaya. 120 respondents were selected using purposive sampling. The hypotheses were examined using a analysis by Patrial Least Square (PLS) techniques. The result showed that the influence of self service technology has no significant effect on customer satisfaction of Bank BNI in Surabaya, but service quality and relationship marketing has significant effect on customer satisfaction, while customer satisfaction has significant effect on loyalty customer. The conclusion of this study suggests that Bank BNI Surabaya should pay attentions to self service technology, service quality, and relationship marketing in order to increase satisfaction and loyalty of customer. Key word : self service technology, service quality, relationship marketing, customer satisfaction and customer loyalty.

Item Type: Thesis (Undergraduate)
Subjects: 300 - SOCIAL SCIENCE > 332.12 - BANKS & BANKING
300 - SOCIAL SCIENCE > 332.17 - BANKING SERVICES
Divisions: Bachelor of Management
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 19 Jul 2016 07:58
Last Modified: 19 Jul 2016 07:58
URI: http://eprints.perbanas.ac.id/id/eprint/34

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