Detail Analisis Dampak Citra Merek, Kualitas Layanan Jasa dan Kepuasan Nasabah Bank Sinarmas terhadap Pilihan Nasabah untuk tetap Loyal atau Berpindah ke Bank Lain Bibliografi Author: OENTONO, CHRISTINA NATALIA ; Salim, Lina (Advisor) Topik: Brand Image; Service Quality; Customer Satisfaction; Customer Loyalty; Intention to Switch Bahasa: (ID )     Penerbit: Program Studi Manajemen Fakultas Ekonomi dan Bisnis Unika Atma Jaya     Tempat Terbit: Jakarta    Tahun Terbit: 2012     Jenis: Theses - Undergraduate Thesis Fulltext: Christina Natalia Oentono's Undergraduate Theses.pdf (1.21MB; 121 download) Christina Natalia Utono-PENDUKUNG.pdf (42.28KB; 6 download) Ketersediaan Perpustakaan Pusat (Semanggi) Nomor Panggil: FEM-7206 Non-tandon: tidak ada Tandon: 1  Lihat Detail Induk Abstract Banking industry in indonesia has been trough a significance chances in a past few years and become more competitive. Bank has to deal with many challenges, from maintain brand image, service quality (ServQual), customer satisfaction to maintin customer loyalty and reduce customer intention to switch. The purpose of this research is to know wether the brand image, service quality of Sinarmas bank will affect customer satisfaction and wether the customer satisfaction will affect customer loyaly or their intention to switch. Goodness of fit test shows that the model has a decent fit degree. We can conclude from the output that the model has three indicator that good fit and three indicator that acceptable fit. Which means that the model of this research already consistence and fit. The sample of this research are Sinarmas bank customer from samanhudi branch, which is chose by simple random sampling method. Research shows that the relationship between brand image variable, service quality to customer satisfaction are positive also the effect of this relationship to customer loyalty and their intention to switch also positive except the one that has no customer satisfaction as mediation. From here we can conclude that brand image and a decent service quality from a bank could gain the satisfaction of customer which will affect to strong customer loyalty. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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