@thesis{thesis,
		author={HANDOGO  NURUL FITRIA},
		title ={PENGARUH KEPUASAN DAN KEPERCAYAAN TERHADAP KOMITMEN
DAN DAMPAKNYA PADA LOYALITAS NASABAH
PRODUK TABUNGAN BANK BNI
DI SURABAYA},
		year={2013},
		url={http://eprints.perbanas.ac.id/1278/},
		abstract={Customer?s satisfaction is the most valuable thing in banking industry because
cutomer?s satisfaction is the key of the bank to collect their cutomer?s and get the
benefits from them. Data was collected by giving the quistionaire to the
respondents. The population of this study is the cutomers of BNI in Surabaya. The
samples are 125 respondents and used conviance sampling for the technique. The
variables in this study are satisfaction, trust, commitment and loyalty of the
customers.
The result of this study are 1) The satisfaction has no significantly effect to
commitment 2) Trust has significantly affect to commitment, and 3) The
commitment has significantly affect to loyalty. So the bank has to improve their
service to keep the customer?s satisfaction, trust and loyalty.
Keyword: Satisfaction, Trust, Commitment, loyalty.}
		}