PRAYOGA, ARDE (2017) PENGARUH KEADILAN LAYANAN, KUALITAS LAYANAN, KEPERCAYAAN, DAN NILAI PELANGGAN TERHADAP KEPUASAN NASABAH PADA PT. BANK RAKYAT INDONESIA (PERSERO), TBK DI SURABAYA. Masters thesis, STIE PERBANAS SURABAYA.
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Abstract
The purpose of this research is to analyze wheater Service Fairness, Service Quality, Trust, and Customer Value simultaneously and partially have significant effect toward Customer Satisfaction of PT. Bank Rakyat Indonesia (Persero), Tbk in Surabaya.This research was used by using questionnaires methods. Population of this study was BRI funding customers in Surabaya. Research involves to 240 BRI customers. The sampling technique in this study was used Accidental Sampling. The Technique of data analysis using multiple linier regression analysis.The result of the research showed that Service Fairness, Service Quality, Trust, and Customer Value simultaneously have significant effect toward Customer Satisfaction of PT. Bank Rakyat Indonesia (Persero), Tbk in Surabaya. Trust and Customer Value partially have positive significant effect towards Customer Satisfaction. Service Fairness and Service Quality partially have insignificance effect toward Customer Satisfaction Keywords : Service Fairness, Service Quality, Trust, Customer Value, Customer Satisfaction
| 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: | 04 Sep 2017 10:54 |
| Last Modified: | 11 Oct 2022 05:07 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/2305 |
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