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PENGARUH KUALITAS LAYANAN, KREDIBILITAS DAN CITRA KARYAWAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANK BRISURABAYA

SARI, INDRA RAQUAN MERLITA (2015) PENGARUH KUALITAS LAYANAN, KREDIBILITAS DAN CITRA KARYAWAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANK BRISURABAYA. Undergraduate thesis, STIE Perbanas Surabaya.

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INDRA RAQUAN MERLITA SARI_8972_ARTIKEL ILMIAH.pdf

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INDRA RAQUAN MERLITA SARI_8972_COVER.pdf

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INDRA RAQUAN MERLITA SARI_8972_BAB I.pdf

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INDRA RAQUAN MERLITA SARI_8972_BAB II.pdf

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INDRA RAQUAN MERLITA SARI_8972_BAB III.pdf
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INDRA RAQUAN MERLITA SARI_8972_BAB IV.pdf
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INDRA RAQUAN MERLITA SARI_8972_BAB V.pdf

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INDRA RAQUAN MERLITA SARI_8972_LAMPIRAN.pdf
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Abstract

Banks as financial institutions have delivered superior service to their customer for gaining competitive advantages. Service quality, credibility, and employees image have significant role for creating customer satisfaction and customer loyalty. This research tries to examine the influence of foward Service quality, credibility, employees image on customer satisfaction and customer loyalty of BRI customers in Surabaya. Research involved 100 customer from BRI Bank that selected by purposive sampling. Data were analyzed by Partial Least Square (PLS). The results showed that (1) service quality have significantly in customer satisfaction, (2) credibility did not have significantly effect in customer satisfaction, (3) employees image have significantly in customer satisfaction, and (4) customer satisfaction have significantly in customer loyalty. The implication of this research is that bank should improve the service quality and employees image for creating bank’s satisfaction customers. Beside it, bank should keep their satisfaction customer for the customer loyalty. Key words : Service Quality, Credibility, Employee Image, Satisfaction and Customer Loyalty

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT
600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.83 - MARKET RESEARCH
Divisions: Bachelor of Management
Depositing User: Perpustakaan Universitas Hayam Wuruk Perbanas Surabaya
Date Deposited: 20 Jul 2016 08:42
Last Modified: 20 Jul 2016 08:42
URI: http://eprints.perbanas.ac.id/id/eprint/59

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