PENGARUH KEPUASAN DAN KEPERCAYAAN TERHADAP KOMITMEN DAN DAMPAKNYA PADA LOYALITAS NASABAH PRODUK TABUNGAN BANK BNI DI SURABAYA
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Institusion

Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya

Author

HANDOGO, NURUL FITRIA

Subject

332.17 - BANKING SERVICES 

Datestamp

2017-05-16 07:45:14 

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. 

File :
ARTIKEL ILMIAH.pdf
COVER.pdf
BAB I.pdf
BAB II.pdf
BAB III.pdf
BAB IV.pdf
BAB V.pdf
LAMPIRAN.pdf