CASSANDRA, MONICA CINDY (2014) Pengaruh Kepercayaan, Komitmen, Komunikasi Dan Penanganan Konflik Terhadap Loyalitas Pelanggan Bank BCA Di Surabaya. [Undergraduate thesis]
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Abstract
This study aims to identify and analyze the influence trust, commitment, communications conflict handling the customer loyalty BCA Bank in Surabaya. The data used in this study is primary data obtained from the distribution of questionnaires. Respondents of the study were 130 BCA bank customers in Surabaya self that have become customer for 2 years and have a high school education with the last non-probability sampling technique of sampling. Data processing method used is multiple linear regression models, the F test and t-test values with the windows program SPSS 16.0. From the results of the data processing and hypothesis testing can be concluded that there are 4 variables that have significant impact on customer loyalty variables that trust, commitment, communications and conflict handling. The value of the affect trust on customer loyalty is 0,232, the affect of commitment on customer loyalty is 0,171, value for communications variables affect on customer loyalty is 0,291, and last value for conflict handling variables affect on customer loyalty is 0,264. Based on the coefficient of determination of the amount of variation in the variables trust, commitment, communications, conflict handling is jointly able to explain the variation in the variables of customer loyalty at 73,3%, while 26,7% described variables or other factors outside the model does not studied.
| Item Type: | Undergraduate thesis |
|---|---|
| Uncontrolled Keywords: | Communication, Conflict Handling, Customer Loyalty |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Faculty of Business and Economic > Department of Management |
| Depositing User: | Moch. Ali Syamsudin 197011 |
| Date Deposited: | 24 Apr 2014 03:05 |
| Last Modified: | 24 Apr 2014 03:05 |
| URI: | http://repository.ubaya.ac.id/id/eprint/11723 |
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