Analisis Pengaruh Relationship Marketing Terhadap Customer Loyalty (Studi Kasus Pada PT. Bank Negara Indonesia, Tbk Di Palembang)

., Jennifer (2015) Analisis Pengaruh Relationship Marketing Terhadap Customer Loyalty (Studi Kasus Pada PT. Bank Negara Indonesia, Tbk Di Palembang). Undergraduate thesis, Universitas Katolik Musi Charitas.

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Abstract

This study aims to examine the effect of Relationship Marketing of the content of trust, commitment, communication, conflict handling and competence towards the customer’s loyalty. The population of this study were all customers of BNI in Palembang. Samples determined by using purposive sampling. The data were obtained by distributing questionnaire for 100 respondents. The data was analyzed with the Statistic For Social Source (SPSS) bersi 17.00 for windows 7. The results showed that communication and competence affects loyalty while the trust, commitment and conflict handling has no effect on customer’s loyalty.

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