Adji, Tieta Aniska Onike (2023) Pengaruh Service Quality, Customer Loyalty, Dan Customer Engagement Terhadap Word Of Mouth Pada Nasabah Bank Bca Di Surabaya. Undergraduate thesis, Universitas Hayam Wuruk Perbanas Surabaya.
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Abstract
This research is an empirical study conducted to prove the influence of service quality, customer loyalty and customer engagement on word of mouth among BCA Bank customers in Surabaya. The target respondents in the current research are BCA bank customers who have made transactions at least once in the last 6 months. This research uses quantitative methods, namely the process of gaining knowledge by analyzing information about a topic using data in the form of numbers as a tool. The data obtained is the result of distributing questionnaires to BCA Bank customers. A questionnaire is a technique that asks respondents a series of questions or written questions to be answered through media such as Google Form. Keyword : service quality, Customer loyalty dan Customer engagement
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 300 - SOCIAL SCIENCE > 330 - 339 ECONOMICS > 330 - ECONOMICS |
| Divisions: | Bachelor of Management |
| Depositing User: | TIETA ANISKA ONIKE ADJI |
| Date Deposited: | 04 Jan 2024 08:38 |
| Last Modified: | 04 Jan 2024 08:38 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/11632 |
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