PENGARUH KEPERCAYAAN DAN KEPUASAN NASABAH TERHADAP CUSTOMER LOYALTY ( STUDI KASUS PADA PT BANK CENTRAL ASIA,TBK PALEMBANG )

Cahya, Vincent (2016) PENGARUH KEPERCAYAAN DAN KEPUASAN NASABAH TERHADAP CUSTOMER LOYALTY ( STUDI KASUS PADA PT BANK CENTRAL ASIA,TBK PALEMBANG ). Undergraduate thesis, Universitas Katolik Musi Charitas Palembang.

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Abstract

Abstract

The objective of this study was to determine the effect of trust and customer
satisfaction to customer loyalty (Case Study at PT Bank Central Asia Tbk
Palembang ) . In this study, the population is taken is all consumers who are or
ever transaction in PT Bank Central Asia Tbk Palembang . Samples taken are
consumers who are or ever transaction in PT Bank Central Asia Tbk Palembang
as many as 100 people . The analysis technique used to process the data that is
validity, reliability , classic assumption test and multiple regression analyzes were
done using statistical software package and service solution ( SPSS ) version 16 ,
test hypotheses , and test the coefficient of determination . The conclusion is the
trust and satisfaction of customers' have a positive and significant impact on
customer loyalty.
Keyword: Customer’s Trust, Customer’s Satisfaction, Customer Loyalty

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Keyword; Customer’s Trust; Customer’s Satisfaction; Customer Loyalty
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Theses - S1 > Management Study Program
Depositing User: Student Staf Yulia Rasita
Date Deposited: 24 May 2022 12:45
Last Modified: 24 May 2022 12:45
URI: https://eprints.ukmc.ac.id/id/eprint/7907

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