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PENGARUH KARAKTERISTIK INOVASI DAN KUALITAS LAYANAN TERHADAP RETENSI NASABAH INTERNET BANKING DI SURABAYA

MIRFAQ, ARDO LUTHFIANDY (2016) PENGARUH KARAKTERISTIK INOVASI DAN KUALITAS LAYANAN TERHADAP RETENSI NASABAH INTERNET BANKING DI SURABAYA. Undergraduate thesis, STIE Perbanas Surabaya.

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COVER.pdf

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Abstract

Internet banking has made banking activities more efficient and effective. But not many people stay to use the facility. This research goal is to analyze the effect of characteristic of innovativ and service quality on the customer retention in using internet banking. The Characteristic of innovativ is the way people addopt the new technology, while service quality is the value of services that are given by the bank to their customers. The questionnaires have been distributed to get the data from the respondents who are the users of the internet banking. This research use Multiple Regression Analysis. The results of this research showed that characteristic of inovativ and service quality affects the customer retention in using internet banking, the service quality has stronger effect than the characteristic of innovativ in affecting customer retention in using internet banking. Keywords : Characteristic of Innovativ, Service Quality, Customer Retention, Internet Banking

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.15 - FINANCIAL MANAGEMENT
Divisions: Bachelor of Management
Depositing User: Perpustakaan Universitas Hayam Wuruk Perbanas Surabaya
Date Deposited: 04 Nov 2016 02:25
Last Modified: 04 Nov 2016 02:25
URI: http://eprints.perbanas.ac.id/id/eprint/362

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