HARIYANTO, KOMAR (2014) FAKTOR-FAKTOR PENENTU KUALITAS HUBUNGAN DAN KEDEKATAN HUBUNGAN DALAM PEMBERIAN LAYANAN KREDIT PERBANKAN KEPADA USAHA MIKRO SERTA PENGARUHNYA TERHADAP KEPUASAN DAN LOYALITAS NASABAH. Masters thesis, STIE PERBANAS SURABAYA.
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Abstract
The potency of micro enterprises possessed a high portion in term of number of enterprises, employees and contribution on Gross Domestic Product (GDP). Such great opportunities create the competition between bank on offering any product include credit or loans. Service improvement is done by maintaining relationship quality and intimacy. This study examines the impact of interaction on banking services on relationship quality (which is conceptualized on customer interaction with interpersonal services and customer interaction with the environment) and intimacy (which is conceptualized on employee’s hospitality and employee’s credibility). This study also proposing a model of conceptual relation between variables relationship quality and intimacy and its impact on satisfaction and loyalty to micro enterprises in Surabaya and cities surround (Sidoarjo, Gresik, Mojokerto). Hypothesis testing performed by using empirical study to 123 samples, using statistical testing named Structural Equation Model (SEM). Result of this analysis test, showed customer interaction to environment is having greater impact to relationship quality, while employee’s credibility is having greater impact to intimacy. Relationship quality is positively not significant affect to satisfaction, while intimacy is positively significant affect to satisfaction and customer satisfaction is positively significant affecting loyalty. Keywords : Relationship Quality, Intimacy, Satisfaction, Loyalty.
| Item Type: | Thesis (Masters) |
|---|---|
| Subjects: | 300 - SOCIAL SCIENCE > 330 - 339 ECONOMICS > 332 - FINANCIAL ECONOMICS > 332.12 - BANKS & BANKING |
| Divisions: | Magister of Management |
| Depositing User: | Perpustakaan Universitas Hayam Wuruk Perbanas |
| Date Deposited: | 04 Jul 2017 08:52 |
| Last Modified: | 24 Nov 2017 04:06 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/1553 |
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