PENGARUH KUALITAS LAYANAN, KEPERCAYAAN DAN KOMITMEN TERHADAP LOYALITAS NASABAH TABUNGAN SIMPEDA BANK JATIM DI SURABAYA

Putri, Evie Suyanto (2018) PENGARUH KUALITAS LAYANAN, KEPERCAYAAN DAN KOMITMEN TERHADAP LOYALITAS NASABAH TABUNGAN SIMPEDA BANK JATIM DI SURABAYA. Undergraduate thesis, STIE Perbanas Surabaya.

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Abstract

The purpose of this study is to provide evidence on the influence of service quality, trust, commitment to customer loyalty in using Savings Bank Simpeda East Java in Surabaya. The sample used with purposive sampling method, with sample 110 respondents, data collection technique is by using questionnaire. Statistical analysis performed is the validity and reliability test, the classical assumption test is the normal test, multicollinearity test, and outocorrelation test. Multiple regression to test the hypothesis. The results of this study indicate that Service Quality significantly influence the loyalty of customers of Bank Jatim, Belief has a significant effect on customer loyalty of Bank Jatim in Surabaya, and Commitment has no significant effect on customer loyalty of Bank Jatim. Keywords: Quality of Service, Trust, Commitment, Customer Loyalty

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.152 - MANAGEMENT OF FINANCIAL OPERATIONS
Divisions: Bachelor of Management
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 13 Mar 2019 03:14
Last Modified: 13 Mar 2019 03:14
URI: http://eprints.perbanas.ac.id/id/eprint/4187

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