ANALISIS PENGARUH COMMITMENT, TRUST, COMMUNICATION, DAN CONFLICT HANDLING TERHADAP CUSTOMER LOYALTY (Studi pada Nasabah PT. Bank Negara Indonesia (Persero) Tbk. Cabang Surakarta)

, SUGIARTO (2011) ANALISIS PENGARUH COMMITMENT, TRUST, COMMUNICATION, DAN CONFLICT HANDLING TERHADAP CUSTOMER LOYALTY (Studi pada Nasabah PT. Bank Negara Indonesia (Persero) Tbk. Cabang Surakarta). Other thesis, Universitas Sebelas Maret.

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    Abstract

    The study was conducted to determine and examine the effect of commitment, trust, communication, conflict handling to customer loyalty towards either partially or simultaneously. This research was conducted by survey method, where the data obtained through questionnaires. The population in this study is the BNI branch Surakarta customers who have savings accounts more than one year. Samples taken in this study of 100 respondents. Sampling technique used was non-probability purposive sampling method. Analysis tools used in this study is multiple linear regression analysis with the help of SPSS software for Windows version 18.0. The data obtained and analyzed using descriptive analysis, test validity, test reliability, test assumptions classical, multiple linear regression test, t-test, F test, and test coefficient of determination (adjusted R2). Measurement of variables using Likert scale with a value of 1 to 5. The results obtained in this study that the identification of variables t-test commitment, trust, and communication is partially no significant effect on customer loyalty. As for handling conflict variables significantly effect customer loyalty. From the F test is known that the variable commitment, trust, communication, and conflict handling jointly significant effect on customer loyalty. With these results the advice can be given is to increase customer loyalty, companies must maintain and even enhance the role of the section relating to conflict handling (customer service). Key words: commitment, trust, communication, and conflict handling

    Item Type: Thesis (Other)
    Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
    Divisions: Fakultas Ekonomi
    Fakultas Ekonomi > Manajemen
    Depositing User: AB Kusuma
    Date Deposited: 18 Jul 2013 18:53
    Last Modified: 18 Jul 2013 18:53
    URI: https://eprints.uns.ac.id/id/eprint/5838

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