JOELIANTO, EDY (2015) KEPUASAN NASABAH ATAS PENGGUNAAN TEKNOLOGI SELF SERVICE TERMINAL (ATM NON TUNAI) PADA BANK CIMB NIAGA SURABAYA. Masters thesis, STIE PERBANAS SURABAYA.
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Abstract
The purpose of this research aimed to identify the general characteristics of customers, to analyze the factors affecting customer satisfaction on non-cash-based technology service, to measure the level of customers satisfaction and loyalty, to analyze the influence of customers satisfaction and loyalty, and to formulate managerial implications associated with increased service quality at Bank CIMB Niaga branch of Surabaya. The result of the research showed that interaction provided in the website of Bank CIMB Niaga branch of Surabaya is the most influential due to ease of use in the non-cash bank transaction with respect to information quality and the timely information delivery is the most attractive for the customers. Keywords : Bank CIMB Niaga, Non-Cash-Based echnology Service, Customer Satisfaction, and Customer Loyalty
| Item Type: | Thesis (Masters) |
|---|---|
| Subjects: | 300 - SOCIAL SCIENCE > 330 - 339 ECONOMICS > 332 - FINANCIAL ECONOMICS > 332.17 - BANKING SERVICES |
| Divisions: | Magister of Management |
| Depositing User: | Perpustakaan Universitas Hayam Wuruk Perbanas |
| Date Deposited: | 06 Jul 2017 03:35 |
| Last Modified: | 20 Nov 2017 07:14 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/1661 |
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