PURNAMASARI, NATALIA (2016) PENGARUH LAYANAN DASAR, LAYANAN CANGGIH, BIAYA, PROGRAM LOYALITAS TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANK BCA DI SURABAYA. Undergraduate thesis, STIE PERBANAS SURABAYA.
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Abstract
Banking growth is now increasingly competitive, especially in Surabaya. Banking competition judged by the quality of services provided to customers refer to basic services, advanced services, costs, and loyalty programs for customer satisfaction and loyalty. The aim of this study was to determine the influence of basic services, advanced services, costs, loyalty programs on customer satisfaction and customer loyalty in Surabaya BCA Bank. Descriptive analysis in this study using a questionnaire with 100 respondents from Bank BCA in Surabaya. The sampling technique in this study using purposive sampling. The calculation result of analysis in this study using partial least square (PLS). The results showed that the basic services a significant impact on customer satisfaction, advanced services not significant effect on customer satisfaction, cost significant effect on customer satisfaction, loyalty programs have a significant effect on customer satisfaction, and customer satisfaction has a significant impact on customer loyalty. Keyword :Basic Service, Advanced Service, Cost, Program Loyality, Customer Satisfaction, Customer Loyalty, Bank BCA
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 300 - SOCIAL SCIENCE > 330 - 339 ECONOMICS > 332 - FINANCIAL ECONOMICS > 332.12 - BANKS & BANKING |
| Divisions: | Bachelor of Management |
| Depositing User: | Perpustakaan Universitas Hayam Wuruk Perbanas |
| Date Deposited: | 08 Feb 2017 04:46 |
| Last Modified: | 27 Feb 2017 04:01 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/499 |
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