PENGARUH INTEGRASI MANFAAT RELASIONAL DAN KUALITAS HUBUNGAN KARYAWAN-PELANGGAN TERHADAP RELATIONSHIP MARKETING OUTCOMES DI PT BANK RAKYAT INDONESIA Tbk UNIT SAMBI BOYOLALI

HATMANTI, WIRYA (2008) PENGARUH INTEGRASI MANFAAT RELASIONAL DAN KUALITAS HUBUNGAN KARYAWAN-PELANGGAN TERHADAP RELATIONSHIP MARKETING OUTCOMES DI PT BANK RAKYAT INDONESIA Tbk UNIT SAMBI BOYOLALI. Masters thesis, Universitas Sebelas Maret.

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    Abstract

    PT Bank Rakyat Indonesia Tbk Unit Sambi Boyolali is one of banks owned by government. It is one of units of Boyolali branch. The aims of the research are (1) to identify and to prove the influence of Relational Benefits on the Marketing Outcomes in PT BRI Tbk Unit Sambi Boyolali (2) to identify ant to prove the Relationship Quality on the Marketing Outcomes in PT BRI Tbk Unit Sambi Boyolali (3) to know the way of Relational Benefits and Relationship Quality in influencing Marketing Outcomes in PT BRI Tbk Unit Sambi Boyolali. The population of the research is the customers of PT BRI Tbk Unit Sambi Boyolali with the collecting technique of Proportionate Classified Random Sampling. The sample is 5% of the population; it is 336 customers consisting of 288 saving customers and 48 credit customers. The data collecting instrument used is the questioner which its validity and reliability have been tested. The result shows that it is valid and reliable. Data analyzing method used to test the hypotheses is Structural Equation Modeling. The result of the research shows that (1) social benefit positively influences the customer’s satisfaction (2) social benefit positively influences the customer’s commitment toward the relationship with provider (3) social benefit positively influences the customer’s loyalty (4) special treatment benefit positively influences the customer’s satisfaction ( 5) special treatment benefit does not influence the customer’s commitment (6) special treatment benefit positively influences the customer’s loyalty (7) confidence benefit positively influences the customer’s satisfaction (8) confidence benefit positively influences the customer’s commitment (9) confidence benefit positively influences the customer’s loyalty (10) customers’ loyalty does not influence their commitment toward the relationship with the provider ( 11) customers’ satisfaction positively influences their loyalty (12) customers’ satisfaction positively influence their word-of-mouth (13) customers’ commitment positively influences their loyalty (14) customers’ commitment positively influences their word-of-mouth.

    Item Type: Thesis (Masters)
    Subjects: H Social Sciences > HD Industries. Land use. Labor
    H Social Sciences > HG Finance
    Divisions: Pasca Sarjana > Magister > Magister Manajemen
    Depositing User: Users 837 not found.
    Date Deposited: 21 Aug 2013 23:15
    Last Modified: 21 Aug 2013 23:15
    URI: https://eprints.uns.ac.id/id/eprint/10305

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