IRAWAN, YUNINDAR SUSARIANTO (2013) PENGARUH KEPERCAYAAN, KUALITAS LAYANAN, KOMUNIKASI DAN PENANGANAN KELUHAN TERHADAP LOYALITAS NASABAH TABUNGAN BANK BRI DI PAMEKASAN. Undergraduate thesis, STIE PERBANAS SURABAYA.
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Abstract
The background of this research competition is a strong attempt resulted in the bank BRI should be able to build stronger relationships with its customers. The rivalry is not only occur in large cities which is the capital of the province,but the intense competition also occur in areas that are located far away from the provincial capital as in the town of Pamekasan. The onset of competition was caused by a number of private banks that enter and establishes a branch in Pamekasan. It should be noted the Bank BRI Pamekasan in maintaining the customer's savings account to remain loyal to the Bank BRI Pamekasan. The purpose of this research was to determine the influence of variable trust, quality of service, communication and handling complaints against customer loyalty savings bank BRI in Pamekasan.This research includes the type of causal research, knowing or causal relationships influencing and being influenced from the variables examined.Measurements of the Variables in this study using a Likert scale. The sampling used was 150 people customer Savings Bank BRI in Pamekasan. Technique the sampling is used is to use non probability sampling. The Data used in this research is the primary data, where data is obtained by giving a list of question or questionnaire to respondents. Analysis of the techniques used are descriptive analysis and statistical analysis. The analysis instruments which being used is SPSS windows 17.0. Of statistical hypothesis testing results obtained confidence,quality of service and the handling of complaints had a significant influence on customer loyalty savings bank terahadap BRI dipamekasan. And obtained also the hypothesis has not significantly influences communication to customer loyalty savings bank BRI in Pamekasan. Keyword : Costumer Loyality, Trust, Service quality.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 300 - SOCIAL SCIENCE > 330 - 339 ECONOMICS > 332 - FINANCIAL ECONOMICS > 332.17 - BANKING SERVICES |
| Divisions: | Bachelor of Management |
| Depositing User: | Perpustakaan Universitas Hayam Wuruk Perbanas |
| Date Deposited: | 16 May 2017 04:15 |
| Last Modified: | 16 May 2017 04:15 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/1251 |
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