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PENGARUH KEPUASAN, KEPERCAYAAN, DAN KOMITMEN TERHADAP LOYALITAS NASABAH BANK PERMATA DI SURABAYA

Nurvalentien, Fardana Hanudya (2014) PENGARUH KEPUASAN, KEPERCAYAAN, DAN KOMITMEN TERHADAP LOYALITAS NASABAH BANK PERMATA DI SURABAYA. Undergraduate thesis, STIE PERBANAS.

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ARTIKEL ILMIAH.pdf

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COVER.pdf

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Abstract

Banking business become one of kind service business that based on trust principle. Customer’s problem of trust is a main factor that determine the success of this business. The best way to maintain customer is to give the satisfaction to the customer. How to create the customer’s satisfaction isn’t end of the result from this industry, but how to this industry can create the customer’s loyalty. Because from the customer’s loyalty, the bank can develop itself, and chase the market opportunity that bigger than before. This study examined the effect satisfaction, reliance, and commitment towards the loyalty of Permata Bank’s customer in Surabaya. Using 100 Permata Bank’s customers as respondent and using equipment linier regression test with program SPSS 17.00 for windows. The results of this study indicate that there is a significant positive connection between reliance and commitment towards customer loyalty, as well as with both of three variable (satisfaction, reliance, and commitment) to customer loyalty. This study also conclude that there is no significant connection between satisfaction toward customer loyalty. Keyword: satisfaction, reliance, commitment, customer loyalty

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Bachelor of Management
Depositing User: Perpustakaan Universitas Hayam Wuruk Perbanas Surabaya
Date Deposited: 01 Mar 2017 03:05
Last Modified: 01 Mar 2017 03:05
URI: http://eprints.perbanas.ac.id/id/eprint/633

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