PENGARUH KEPERCAYAAN, REPUTASI, PENYELESAIAN KONFLIK, KOMITMEN DAN NILAI YANG DIRASA TERHADAP LOYALITAS NASABAH TABUNGAN BANK BRI DI SURABAYA

PURNAMASARI, WULAN (2016) PENGARUH KEPERCAYAAN, REPUTASI, PENYELESAIAN KONFLIK, KOMITMEN DAN NILAI YANG DIRASA TERHADAP LOYALITAS NASABAH TABUNGAN BANK BRI DI SURABAYA. Undergraduate thesis, STIE Perbanas Surabaya.

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Abstract

The customer loyalty have been a major concern to practitioners due to severe competition and higher customer expectations. The way to enhance customer loyalty in banking is by good services and meeting the needs of customer. The objective of this sstudy is to examine the impact of trust, reputation, conflict handling, commitment and perceived value. For conducting the research, data was collected through purposive sampling of 100 respondents through descriptive research design technique with population of the research is customer on saving of Bank BRI in Surabaya. Later the data was analysed and the hypothesis was tested by using multiple regression technique. The result shows that reputation, conflict handling, commitment and perceived value influencing loyalty. Keyword: trust, reputation, conflict handling, commitment, perceived value, loyalty

Item Type: Thesis (Undergraduate)
Subjects: 300 - SOCIAL SCIENCE
300 - SOCIAL SCIENCE > 332.17 - BANKING SERVICES
Divisions: Bachelor of Management
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 19 Jul 2016 11:33
Last Modified: 19 Jul 2016 11:33
URI: http://eprints.perbanas.ac.id/id/eprint/46

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