Febrian, Aresta (2012) Analisis Pengaruh Kepuasan, Kepercayaan Dan Citra Perusahaan Terhadap Loyalitas Nasabah. Other thesis, STIE Bank BPD Jateng.
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Abstract
Banking business are service business based on trust principle which supported by both satisfaction and corporate image therefore trusty problem, satisfied and image became most important factor in order to determine banking business successful in order to maintain and increasing customer loyalty. Robbery bank phenomenon occurred within on one PT. Bank Jateng branch office could cause customer fidgetiness which influence to both trust and customer satisfaction descending. Besides that, phenomena robbery bank also led to demonstrations in the PT. Bank Jateng Capem Pasar Johar Semarang on January 2012. That demonstration could influence to corporate image descending within customer�s mind. Therefore, aim of this research was to analyzed satisfaction influence, trust and corporate image to customer loyalty. Sampling technique used was accidental sampling, about 100 respondents were customers from PT. Bank Jateng Capem Pasar Johar. Analysis technique used was multiple linear regression analysis. From multiple linear regression analysis result found the equality : Y = - 4.494 + 0.643 X1 + 0.215 X2 + 0.616 X3, it meant that satisfaction variable (X1), trust (X2) and corporate image (X3) have positive influence to customer loyalty (Y). Based on t-test analysis, satisfaction variable obtained value of tcalculation about 2.429 by signification probability 0.017 it meant < 0.05, trust have value of tcalculation about 5.287 by signification probability 0.000 it meant < 0.05 and corporate image obtained value of tcalculation about 4.330 with signification probability 0.000 it meant < 0.05, it meant that satisfaction, trust and corporate image variables partially have significant influence to customer loyalty. Based on F test obtained F calculation about 135.578 by signification level 0.000 it meant that satisfaction variable, trust and corporate image simultaneously have positive influence to customer loyalty.
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | kepuasan, kepercayaan, citra perusahaan dan loyalitas nasabah. |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HB Economic Theory |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Art |
| Depositing User: | Magang Magang Siswa |
| Date Deposited: | 19 Feb 2024 05:31 |
| Last Modified: | 19 Feb 2024 05:31 |
| URI: | http://eprints.stiebankbpdjateng.ac.id/id/eprint/1663 |
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