DETAIL KOLEKSI

Faktor - faktor yang mempengaruhi loyalitas konsumen pada Bank Buku IV


Oleh : Antonius Adi

Info Katalog

Nomor Panggil : 122151505

Subyek : Customer services - Management;Consumer satisfaction

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2018

Pembimbing 1 : Farida Jasfar

Kata Kunci : overall service quality, corporate reputation, trust, affective commitment.

Status Posting : Published

Status : Lengkap


File Repositori
No. Nama File Hal. Link
1. 2018_TS_MMJ_122151505_Halaman-Judul.pdf 11
2. 2018_TS_MMJ_122151505_Lembar-Pengesahan.pdf 1
3. 2018_TS_MMJ_122151505_Bab-1_-Pendahuluan.pdf 9
4. 2018_TS_MMJ_122151505_Bab-2_Tinjauan-Pustaka.pdf 64
5. 2018_TS_MMJ_122151505_Bab-3_Metodologi-Penelitian.pdf 34
6. 2018_TS_MMJ_122151505_Bab-4_Pembahasan-Hasil-Penelitian.pdf 50
7. 2018_TS_MMJ_122151505_Bab-5_Kesimpulan.pdf 12
8. 2018_TS_MMJ_122151505_Daftar-Pustaka.pdf 11
9. 2018_TS_MMJ_122151505_Lampiran.pdf 58

T The Problem of this research was that The increasing demand in banking services and the emergence of digital banking demands that bank is ready for the upcoming changes which some banks are not ready in facing the upcoming era which caused the increasing the competition in banking industry. Studies showed that customer loyalty is one of the way that enable company to compete in order win the competition in market. Numerous studies have claimed that there were many variables that affect customer loyalty. This research identify and analyze which variables that affect customer loyalty so that the banking industry can improve the loyalty of their customer and win the competition.The objective of this research was to analyze the impact of Overall Service Quality, Corporate Reputation, Trust and Affective Commitment toward Customer loyalty in Banking Industry in IndonesiaThe methodology of this research was conducted by survey method to bank customers in 5 majors Bank in Indonesia that was Categorized as BUKU IV (Bank that have their main capital of more than IDR 30 Billion). The primary data were collected by using purposive sampling. The data analysis method that were used is Structural Equation Method and Multivariate AnalysisFinding and contribution in this research was that this research concluded that the loyalty of customers of banking industry in Indonesia were indeed affected by overall service quality, corporate reputation, and affective commitment, while in contrary, it was found that trust has no significance impact on customer loyalty. The findings that the most high significance impact on customer loyalty is overall service quality.Research limitation and implication in this research was that this research is limited only to the banking industry with BUKU IV category in Jakarta. The research activity was conducted in several bank offices in business districts.

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