PENGARUH NILAI YANG DIRASA TERHADAP RETENSI NASABAH DENGAN DIMEDIASI KEPUASAN NASABAH PADA PT. PANIN BANK DI GRESIK
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Institusion
Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya
Author
DEWI, LIA SANDRA
Subject
658.8 - MANAGEMENT OF MARKETING
Datestamp
2017-05-18 09:18:43
Abstract :
The purpose of this study was to investigate the effect of perceived quality on customer satisfaction, determine the effect on customer satisfaction toward customer retention, determine the effect of perceived quality on customer retention, and to know the customer satisfaction is an intervening variable in the influence of the perceived quality of customer retention on PT. Panin Banks in Gresik. The population in this study are those who have or are using product of PT.Panin Bank in Gresik. Sample collection technique is to use a purposive sampling technique with a total sample of 66 respondents. In this study performed two analyzes, namely: Descriptive Analysis and Path Analysis (Path Analysis) using SPSS 16. Based on the results of the Analysis of Line (Path Analysis) states that the perceived quality significantly and positively affect the customer retention. The customer satisfaction a no significantly and positive impact on customer retention on PT.Panin Bank in Gresik. Perceived quality significantly and positively influence customer satisfaction on PT.Panin Bank in Gresik. Key words : Perceived quality, Customer Satisfaction, and Customer Retention
The purpose of this study was to investigate the effect of perceived quality on customer satisfaction, determine the effect on customer satisfaction toward customer retention, determine the effect of perceived quality on customer retention, and to know the customer satisfaction is an intervening variable in the influence of the perceived quality of customer retention on PT. Panin Banks in Gresik. The population in this study are those who have or are using product of PT.Panin Bank in Gresik. Sample collection technique is to use a purposive sampling technique with a total sample of 66 respondents. In this study performed two analyzes, namely: Descriptive Analysis and Path Analysis (Path Analysis) using SPSS 16. Based on the results of the Analysis of Line (Path Analysis) states that the perceived quality significantly and positively affect the customer retention. The customer satisfaction a no significantly and positive impact on customer retention on PT.Panin Bank in Gresik. Perceived quality significantly and positively influence customer satisfaction on PT.Panin Bank in Gresik. Key words : Perceived quality, Customer Satisfaction, and Customer Retention
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