Analisis Pengaruh Nilai Nasabah dan Kualitas Pelayanan Terhadap Kepuasan Nasabah Untuk Menciptakan Loyalitas Nasabah (Studi Kasus Nasabah Bank BRI Cabang Pandanaran Semarang)

MUKAROM, Moch Syaepul and KHASANAH , Imroatul (2012) Analisis Pengaruh Nilai Nasabah dan Kualitas Pelayanan Terhadap Kepuasan Nasabah Untuk Menciptakan Loyalitas Nasabah (Studi Kasus Nasabah Bank BRI Cabang Pandanaran Semarang). Undergraduate thesis, Fakultas Ekonomika dan Bisnis.

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Abstract

The research was motivated by a bank customer complaints Pandanaran Semarang Branch of BRI which indicates a decline in customer satisfaction as well as increase i the number of customer who closed acounts during the three yaers 2009-2011. By looking at existing problems, this study aimed to analyze the influence of customer value and quality of service to the customer satisfaction to creat customer loyalty Pandanaran BRI branch Semarang.This study sample of 100 people Pandanaran Semarang Branch of BRI customers. Question is given by using questionnaire consisting of closed and open questions. Respondent’s answers wetre then analyzed with a two stage regression using SPSS for Windows. Based on the analysis conducted, it was concluded that the variable value and quality customer service and a sidnificant inpact on customer loyalty. The result of this study is expected to be used as information for the BRI branch Pandanaran Semarang and further research

Item Type:Thesis (Undergraduate)
Additional Information:Customer Value, Quality Service, Customer Satisfaction, Customer Loyalty
Uncontrolled Keywords:Customer Value, Quality Service, Customer Satisfaction, Customer Loyalty
Subjects:H Social Sciences > H Social Sciences (General)
Divisions:Faculty of Economics and Business > Department of Management
ID Code:37194
Deposited By:Mr. Perpustakaan Fakultas Ekonomi
Deposited On:22 Nov 2012 13:26
Last Modified:22 Nov 2012 13:26

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