Merlita Sari, Indra Raquan (2015) PENGARUH KUALITAS LAYANAN , KREDIBILITAS DAN CITRA KARYAWAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANK BRI DI SURABAYA. Undergraduate thesis, STIE Perbanas Surabaya.
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Abstract
Banks as financial institutions have delivered superior service to their customer for gaining competitive advantages. Service quality, credibility, and employees image have significant role for creating customer satisfaction and customer loyalty. This research tries to examine the influence of foward Service quality, credibility, employees image on customer satisfaction and customer loyalty of BRI customers in Surabaya. Research involved 100 customer from BRI Bank that selected by purposive sampling. Data were analyzed by Partial Least Square (PLS). The results showed that (1) service quality have significantly in customer satisfaction, (2) credibility did not have significantly effect in customer satisfaction, (3) employees image have significantly in customer satisfaction, and (4) customer satisfaction have significantly in customer loyalty. The implication of this research is that bank should improve the service quality and employees image for creating bank’s satisfaction customers. Beside it, bank should keep their satisfaction customer for the customer loyalty. Key words : Service Quality, Credibility, Employee Image, Satisfaction and Customer Loyalty
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 300 - SOCIAL SCIENCE > 330 - 339 ECONOMICS 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING |
| Divisions: | Bachelor of Management |
| Depositing User: | Perpustakaan Universitas Hayam Wuruk Perbanas |
| Date Deposited: | 11 Nov 2016 05:22 |
| Last Modified: | 11 Nov 2016 08:05 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/421 |
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