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PENGARUH KEPERCAYAAN, KEPUASAN DAN KOMITMEN TERHADAP LOYALITAS NASABAH PRODUK TABUNGAN BANK DANAMON DI SURABAYA

NALENDRA, AYUB MUSTOFA ADITYA (2015) PENGARUH KEPERCAYAAN, KEPUASAN DAN KOMITMEN TERHADAP LOYALITAS NASABAH PRODUK TABUNGAN BANK DANAMON DI SURABAYA. Undergraduate thesis, STIE PERBANAS SURABAYA.

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ARTIKEL ILMIAH.pdf

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COVER.pdf

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BAB I.pdf

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Abstract

Recently, Banks need to have a good understanding of their customer needs and desires in order to maintain their customers. This research aims to find out the influence of customer trust, satisfaction, and commitmnet on customer loyalty of Bank Danamon customers in Surabaya. It investigates the relationship among customer trust, satisfaction, and commitmnet and customer loyalty. The type of data is the primary data spreading to the customers using questionnaire which measure by a Likert scale of 1 to 5. Respondents were customers of Bank Danamon in Surabaya. 74 respondents was selected using purposive sampling techniques. This research used multiple linier regresion analysis to examine the hypotheses. The result of this research shows that partially and simultaneously there are significance influence of customer trust, satisfaction and commitment on customer loyalty. That’s why at the end of this research as a suggestion, Bank Danamon should improve the customer loyalty without exception. Keywords : Trust, Satisfaction, Commitment, Customer Loyaty

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: 18 Apr 2017 08:20
Last Modified: 18 Apr 2017 08:20
URI: http://eprints.perbanas.ac.id/id/eprint/833

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