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PENGARUH KOMUNIKASI PERUSAHAAN, CITRA PERUSAHAAN, DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH BANK BRI DI SURABAYA

SIHOMBING, INDRY NUARI (2015) PENGARUH KOMUNIKASI PERUSAHAAN, CITRA PERUSAHAAN, DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH BANK BRI DI SURABAYA. Undergraduate thesis, STIE PERBANAS SURABAYA.

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ARTIKEL ILMIAH.pdf

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BAB I.pdf

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Abstract

The loyalty is an attitude that motivates behavior in the purchase of products or services by including aspects of feeling in it, resulting in the purchase regularly and repeatedly despite situational influences and marketing efforts of the competitors that have the potential to cause consumers to switch. For bank customer loyalty is very important, because customer loyalty is strongly associated with the viability of a bank and the strong growth of the bank's performance in the future. In increasing customer loyalty to banks, corporate communications, corporate image and customer satisfaction become an important component in determining the bank's product and services are used. There are three variables used in this study, the first is the corporate communications, the second is the corporate image and the last is customer satisfaction. Sampling technique used in this study using Purposive Sampling technique in which samples are taken based on certain criteria determined by the researcher. The number of respondents in this study of 120 people who have participated in completing the questionnaire. Data analysis in this study using SmartPLS 2.0 M3. The result showed that, there are two hypotheses are accepted, The first is, communications companies have significant influence on the image of the company. The second is, the image of the company have a significant effect on customer loyalty through customer satisfaction. While there is a one hypothesis that can not be accepted, that does not affect significantly the company's image on customer loyalty. Keywords : Corporate Communications, Corporate Image, Customer Satisfaction, Customer Loyalty

Item Type: Thesis (Undergraduate)
Subjects: 300 - SOCIAL SCIENCE > 332.17 - BANKING SERVICES
Divisions: Bachelor of Management
Depositing User: Perpustakaan Universitas Hayam Wuruk Perbanas Surabaya
Date Deposited: 15 May 2017 07:39
Last Modified: 15 May 2017 08:50
URI: http://eprints.perbanas.ac.id/id/eprint/704

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