Analisis Pengaruh Trust, Commitment, Communication, Conflict Handling Terhadap Customer Loyalty

Steven, Steven (2010) Analisis Pengaruh Trust, Commitment, Communication, Conflict Handling Terhadap Customer Loyalty. Undergraduate thesis, Universitas Internasional Batam.

Text Steven_0641043.pdf - Published Version Restricted to Repository staff only Download (4MB)

Abstract

The purpose of this study is to examine the impact of relationhip marketing strategy on customer loyalty. Bank is the one sector of the service industry. The other factor to impact the strength of the bank competition is customer loyalty. The main objective of this study is to analysis the effect of trust, commitment, communication, conflict handling and customer loyalty. Method for the Samples selection is using non-probability method with purposive sampling and the population is Bank in Batam by totals sample as much 100 respondents. Sample of this research is bank’s customer by using of analysis multi regression statistic method. The result of this study indicated there is significant influence of the relationship between the trust and customer loyalty, there is significant influence of the relationship between the commitment and customer loyalty, there is significant influence of the relationship between the communication and customer loyalty, and there is significant influence of the relationship between the conflict handling and customer loyalty. Key Word: Trust, Commitment, Communication, Conflict Handling, Customer Loyalty

Actions (login required)

View Item