HOLIWONO, CRISTANOV (2015) FAKTOR-FAKTOR PENENTU KUALITAS DAN KEDEKATAN HUBUNGAN DALAM PEMBERIAN LAYANAN KREDIT PERBANKAN SERTA PENGARUHNYA TERHADAP KEPUASAN DAN LOYALITAS NASABAH SEGMEN USAHA MENENGAH. Masters thesis, STIE PERBANAS SURABAYA.
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Abstract
Medium enterprises in Indonesia possessed second portion in term of number of growth in 2011 after small enterprise. Such great opportunities create the tight 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 medium enterprises in Surabaya and cities surround (Sidoarjo, Gresik, Mojokerto). Hypothesis testing performed by using empirical study to 130 samples, using statistical testing named Structural Equation Model (SEM). Result of this analysis test, showed interpersonal indicator 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) |
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Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING |
Divisions: | Magister of Management |
Depositing User: | Perpustakaan Universitas Hayam Wuruk Perbanas |
Date Deposited: | 08 Sep 2017 04:24 |
Last Modified: | 20 Nov 2017 07:12 |
URI: | http://eprints.perbanas.ac.id/id/eprint/2396 |
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