Andriani, Meta (2009) Kajian Kepuasan Dan Loyalitas Menggunakan Pendekatan Service Performance (Studi Kasus Nasabah Tahapan BCA Di Daerah Tangerang). S1 thesis, STIE Indonesia Banking School.
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Abstract
The researcher is highly interested in many different opinions among same experts about the influence of service performance and customer satisfaction in establishing customer loyalty. Thus, the aims of the researcher is to test the influence of service performance in establishing customer loyalty, and to test the influence of interaction of service performance and customer satisfaction in establishing the customer loyalty with customer safisfaction as a moderating variable between service performance and customer loyalty. This research was conducted in Tangerang with research objects of one service industry. It is Bank Central Asia. The data of this research were 230 questionaires distributed. The results of the research indicates that the interaction between service performance and customer satisfaction being participated in the model of moderafor regression equality so the result will explain more of the variance in cusfomer loyalty than the direct influences of either service performance or customer satisfaction. Keywords: service performance, customer satisfaction, customer loyalty.
| Item Type: | Thesis (S1) |
|---|---|
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Prodi S1 Manajemen |
| Depositing User: | Ms Dyta Medina |
| Date Deposited: | 09 Nov 2020 06:18 |
| Last Modified: | 09 Nov 2020 06:18 |
| URI: | http://repository.ibs.ac.id/id/eprint/1693 |
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