ANALISIS MODERASI HAMBATAN BERALIH PADA PENGARUH KEPUASAN NASABAH TERHADAP RETENSI NASABAH BANK BCA DI SURABAYA

ERTANTI, IKA SEPTIA (2012) ANALISIS MODERASI HAMBATAN BERALIH PADA PENGARUH KEPUASAN NASABAH TERHADAP RETENSI NASABAH BANK BCA DI SURABAYA. Undergraduate thesis, STIE PERBANAS SURABAYA.

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Abstract

The title of this research is to “ influence of satisfaction and switching barriers as a moderating variable retention against a BCA Bank customers in Surabaya”. This study that analyzes the causal variables affect of customer satisfaction and switching barriers as a moderating variable retention of Bank BCA customers in Surabaya. Variable used is customer satisfaction (X1) and switching barriers customer (X2) the impact on customer retention. Where switching barriers and as a moderating variable that can strengthen or weaken the relationship between customer satisfaction and customer retention (Y). Sample design that is particulary non-probability sampling. Data analysis techniques used are descriptive and statistical analysis. To test the influence of each variable used Multiple Linear Regression Test and Regression Test Moderation. The results of the analysis in this study showed that customers satisfaction affects customer retention, while not affecting the switching barriers, found also that switching barriers, not moderate influence on the customer's customer satisfaction,customer retention. Keywords: Satisfaction, Switching Barriers, Customer Retention

Item Type: Thesis (Undergraduate)
Subjects: 300 - SOCIAL SCIENCE > 332.12 - BANKS & BANKING
Divisions: Bachelor of Management
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 16 Feb 2017 06:53
Last Modified: 26 Jul 2018 01:53
URI: http://eprints.perbanas.ac.id/id/eprint/541

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