Analysis off the impact of service quality, corporate image custimer perceived value, and customer satisfaction on customer loyalty at East Nusa Tenggara Regional Development Bank, Surabaya

Uly, Noverino (2018) Analysis off the impact of service quality, corporate image custimer perceived value, and customer satisfaction on customer loyalty at East Nusa Tenggara Regional Development Bank, Surabaya. Undergraduate thesis, Widya Mandala Catholic University Surabaya.

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Abstract

This research is conducted to analyze factors that can influeance or affect to the loyalty to the product or service with measured by questionare and distributed in bank NTT, surabaya. For this research examines the impact of some indicator such as Service Quality, Corporate Image, Customer Perceived Value, and Customer Satisfaction on Customer Loyalty The population of this study are people who come from NTT and who use bank NTT products, in surabaya branch. A sample for this reseearch use 120 respondents with the charcteristics like, live in Surabaya, with an avarage age 18 years old until 50 years old. All respondents are usersof bank NTT products, in surabaya branch. The measurement of this research using a Sturctural Equations Model (SEM) as a techniques for calculatuing and analyzing data. The results of this study and the discussion are Corporate Image, Customer Perceived Value, and customer Satisfaction are an important role of purchasing decission or use of products or services. While for the Service Quality itself less significant impact on Customer Loytalty

Item Type: Thesis (Undergraduate)
Department: ["eprint_fieldopt_department_Faculty of Business" not defined]
Uncontrolled Keywords: Service quality, corporate image, customer perceived value, customer satisfaction, and customer loyalty
Subjects: Business > International Business Management
Divisions: Faculty of Business > International Business Management Undergraduate Study Program
Depositing User: Noverino A.A. Uly
Date Deposited: 30 Aug 2018 03:13
Last Modified: 24 Oct 2018 09:39
URI: http://repository.wima.ac.id/id/eprint/16154

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