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PENGARUH KERAMAHAN, KREDIBILITAS DAN CITRA KARYAWAN TERHADAP KEDEKATAN KARYAWAN DAN KEPUASAN NASABAH PRODUK TABUNGAN BANK KONVENSIONAL DI SURABAYA

HALIM, CHAIRUN NISA (2012) PENGARUH KERAMAHAN, KREDIBILITAS DAN CITRA KARYAWAN TERHADAP KEDEKATAN KARYAWAN DAN KEPUASAN NASABAH PRODUK TABUNGAN BANK KONVENSIONAL DI SURABAYA. Undergraduate thesis, STIE PERBANAS SURABAYA.

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ARTIKEL ILMIAH.pdf

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COVER.pdf

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BAB I.pdf

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BAB II.pdf

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BAB III.pdf
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BAB IV.pdf
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BAB V.pdf

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LAMPIRAN.pdf
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Abstract

World of banking is currently walks on rapid growth, so that this situation pushes the banking business to be a competitive and string. This reality can’t be denied so that each bank must use a variety of ways to gain public interest. Banks as financial institutions mainly provide saving services and distribute funds in a variety of alternative loans to the public also needs to focus on service performance to satisfy customers. It is the key for banking services be distinguished a bank with its competitors, so these variations show important role in achieving corporate goals. This research is aimed at determining the influence of the benevolence, credibility and image of bank’s employees toward the intimacy of bank’s employees and their customers. The banks researched were conventional banks including Mandiri, BNI, BRI, and BTN. The population surveyed was the customers of the four banks and the sample was framed using non-probability and purposive sampling focusing on a hundred saving customers. The data was gathered using questionnaires and processed using Structural equation Modeling (SEM). The result were: 1) benevolence did not significantly influence the employees and customers’ intimacy; 2) credibility significantly influenced the employees and customers’ intimacy; 3) image significantly influenced the employees and customers’ intimacy; 4) intimacy significantly influenced the employees and satisfaction. Key words: Benevolence, Credibility, Image, Intimacy, Customers Satisfaction

Item Type: Thesis (Undergraduate)
Subjects: 300 - SOCIAL SCIENCE > 332.17 - BANKING SERVICES
Divisions: Bachelor of Management
Depositing User: Perpustakaan Universitas Hayam Wuruk Perbanas Surabaya
Date Deposited: 26 Jul 2018 05:44
Last Modified: 26 Jul 2018 05:44
URI: http://eprints.perbanas.ac.id/id/eprint/3421

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