Analisis Pengaruh Dimention of Service Quality dan Trust Terhadap Two Levels of Customer Loyalty

Hendera, Hendera (2010) Analisis Pengaruh Dimention of Service Quality dan Trust Terhadap Two Levels of Customer Loyalty. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

In this competitive era, service quality is an indispensable competitive strategy to retain customer base. Bank are trying to win customer trust and loyalty by providing better service quality. This study examines the impact of service quality and trust on two levels of customer loyalty. Total of 110 questionnaire were distributed to goverment of Batam City’s citizens whose ever used banking service. The sampling method used in this research is nonprobability method with purposive sampling technique. Obtained data were then being processed with using version 15 of SPSS program. Multiple regression method is used to analyse the obtained data. This research concluded that dimention of service quality and trust does have effect on two levels of customer loyalty. Besides, trust also got a positive effect on two levels of customer loyalty. Keywords : Dimention of service quality, Trust, Two levels of customer loyalty.

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