PENGARUH CRM, SERVICE QUALITY DAN SWITCHING COST TERHADAP CUSTOMER LOYALTY (SURVEI PADA NASABAH BANK MANDIRI BRANCH BREBES JATIBARANG)

MAULA, SITI AMINATUL (2016) PENGARUH CRM, SERVICE QUALITY DAN SWITCHING COST TERHADAP CUSTOMER LOYALTY (SURVEI PADA NASABAH BANK MANDIRI BRANCH BREBES JATIBARANG). Bachelor thesis, UNIVERSITAS MUHAMMADIYAH PURWOKERTO.

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Abstract

This research aimed to find out the effect of CRM, service quality and switching cost to customer loyalty on customers of bank mandiri brebes jatibarang branch. In this research, questionnaire were spread as sampling technique by using purposive sampling, total samples were 110 respondents. Data analisys used SPSS for windows 16. The data that have passed validity test, reliability test. Multiple regression analisys and classical assumption test so that it produced regression formulation. The dependent variable was customer loyalty and the independent variables were CRM, service quality and switching cost parcially affected significantly to customer loyalty, while f test result showed that all independent variables of CRM, service quality and switching cost affected significantly to customer loyalty overall.

Item Type: Thesis (Bachelor)
Additional Information: Pembimbing: Drs Suyoto M.Si.
Uncontrolled Keywords: CRM, service quality, switching cost, customer loyalty
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Nur Hardiansyah
Date Deposited: 08 Nov 2017 04:14
Last Modified: 08 Nov 2017 04:14
URI: http://repository.ump.ac.id/id/eprint/5222

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