STUDI PENGARUH TRUST, COMMITMENT, COMMUNICATION, DAN CONFLICT HANDLING, TERHADAP CUSTOMER LOYALITY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL MODERASI (Studi Kasus di BPR Bank Surya Yudha Banjarnegara)

PUTRA, ANDIKA EKA (2015) STUDI PENGARUH TRUST, COMMITMENT, COMMUNICATION, DAN CONFLICT HANDLING, TERHADAP CUSTOMER LOYALITY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL MODERASI (Studi Kasus di BPR Bank Surya Yudha Banjarnegara). Bachelor thesis, UNIVERSITAS MUHAMMADIYAH PURWOKERTO.

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Abstract

This research aimed to determine the effect of variables or trust, commitment, communication, and conflict handling on customer loyality with customer satisfaction moderating the independent variables to words the dependent variable. In this research, the researcher took samplies by distributing questionnaires to the respondents, and used the survey method. The sampling technique used in this research was purposive sampling. The total sampel was 103 respondents. The analysis employed SPSS for Windows 16. The anlysis formulation used was the validity, reliability, multiple linier regression anlysis, the classical assumption test, and moderated regression analysis (MRA). The results applying Simultaneous test (F test) show that trust, commitment, communication, and conflict handling resulted on positive effects forwards customer loyality. Through the partial test (t test) it was proved that there was a positive effect on communication and conflict handling forwards the customer loyality. While variable of trust, commitment had no effect on customer loyality. Through test of moderated regression analysis (MRA), it was found out that customer satisfaction was able to moderate trust, commitment, communication and conflict handling on customer loyality.

Item Type: Thesis (Bachelor)
Additional Information: Pembimbing: Dra. Tri Septin Muji Rahayu, M.Si.
Uncontrolled Keywords: trust, commitment, communication, conflict handling, customer satisfaction, customer loyality
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
H Social Sciences > HN Social history and conditions. Social problems. Social reform
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Nur Hardiansyah
Date Deposited: 27 Nov 2017 03:39
Last Modified: 27 Nov 2017 03:39
URI: http://repository.ump.ac.id/id/eprint/5684

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