Analisis Faktor-Faktor yang Mempengaruhi Trust, Service Quality, Communication, dan Conflict Handling Terhadap Customer Loyalty Pada Bank

Natalia, Natalia (2019) Analisis Faktor-Faktor yang Mempengaruhi Trust, Service Quality, Communication, dan Conflict Handling Terhadap Customer Loyalty Pada Bank. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

Saat ini persaingan di industri perbankan sedang tumbuh. Situasi saat ini menuntut agar perusahaan dapat mempertahankan loyalitas pelanggannya, karena kecenderungan pelanggan untuk memiliki lebih dari satu rekening tabungan bahkan ketika kartu kredit aktif telah terjadi. Jadi ada berbagai cara perusahaan dapat mempertahankan loyalitas pelanggan melalui pemasaran hubungan yang merupakan loyalitas pelanggan melalui pemasaran hubungan yang merupakan strategi untuk membangun hubungan pelanggan dan menyediakan layanan pelanggan. Dimensi pemasaran hubungan meliputi trust, service quality, communication, dan conflict handling. Tujuan dari penelitian ini adalah untuk menguji pengaruh Trust, Service Quality, Communication, dan Conflict Handling terhadap Customer Loyalty. Objek penelitian tertuju pada masyarakat Kota Batam. Menggunakan metode purposive sampling. Data tersebut kemudian dianalisis dengan menggunakan SPSS. Hasil dari penelitian ini menunjukkan bahwa variable trust, communication dan conflict handling berpengaruh signifikan terhadap customer loyalty pada bank sedangkan variabel service quality tidak berpengaruh terhadap variabel customer loyalty pada bank. ********************************************************************** Currently competition in the banking industry is growing. The current situation requires that companies can maintain customer loyalty, because of the tendency of customers to have more than one savings account even when an active credit card has taken place. So there are various ways companies can maintain customer loyalty through relationship marketing which is a strategy for building customer relationships and providing customer service. The dimensions of relationship marketing include trust, service quality, communication, and conflict handling. The purpose of this study is to examine the effect of Trust, Service Quality, Communication, and Conflict Handling on Customer Loyalty. The object of research is aimed at the people of Batam. Using the purposive sampling method. The data is then analyzed using SPSS. The results of this research indicate that trust, communication, and conflict handling significantly influence customer loyalty in the bank while the service quality have no significant effect the variable customer loyalty in the bank.

Item Type: Thesis (Undergraduate)
Additional Information: Similarity: 23
Uncontrolled Keywords: customer loyalty, trust, service quality, communication, and conflict handling.
Subjects: H Social Sciences > HF Commerce > Business > Marketing. Distribution of products
Divisions: School of Economic and Business > Accounting
SWORD Depositor: Admin Repository Universitas Internasional Batam
Depositing User: Admin Repository Universitas Internasional Batam
Date Deposited: 19 Oct 2019 04:44
Last Modified: 19 Oct 2019 04:44
URI: http://repository.uib.ac.id/id/eprint/1696

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