AFANDI, TITO NUR (2013) FAKTOR - FAKTOR PENENTU KUALITAS HUBUNGAN DALAM PEMBERIAN LAYANAN KREDIT PERBANKAN KEPADA USAHA KECIL SERTA DAMPAKNYA TERHADAP KEPUASAN DAN KOMITMEN NASABAH. Masters thesis, STIE PERBANAS SURABAYA.
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Abstract
Almost half of Indonesian PDB is provided by small enterprises. Potencies belong to small enterprises creating competition between banks to offer their credit services. As some research stated that one of factor that could increase added value to bank’s cu stomer of small enterprises owner is good relationship quality that expected could increase satisfaction and commitment as well. The aim of this research is to explain factors determining relationship quality on banking credit services to small enterprises and its impact to customer’s satisfaction and commitment. This research using questionnaires by purposive sampling being spread to 135 owners of small enterprises in Surabaya. The data gained is being analyzed using statistic descriptive methods to figure out factors determining relationship quality, and using SEM to analyze relationship between variables being researched. Result of this research shows b oth kinds of interactions with service inter personnel and service environmen t are shown to have a direct positive impact on relationship qualit y, service environmen t consist of ambience, credit policy and warranty are factors that determined the most relationship quality. The study incorporates the important notion of warranty to the construct of interaction quality between customers and the service environment. The result of this research is also support the hypothesis that factors determining relationship quality show its positive significant impact to satisfaction and commitment. The study identifies sever al practical issues of interest to managers and contact personnel in the banking industry. Keywords : relationship quality, small enterprises, satisfaction, commitment
| Item Type: | Thesis (Masters) |
|---|---|
| Subjects: | 300 - SOCIAL SCIENCE > 330 - 339 ECONOMICS > 332 - FINANCIAL ECONOMICS > 332.17 - BANKING SERVICES |
| Divisions: | Magister of Management |
| Depositing User: | Perpustakaan Universitas Hayam Wuruk Perbanas |
| Date Deposited: | 11 Nov 2016 08:30 |
| Last Modified: | 27 Nov 2017 10:49 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/430 |
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