OCTAVIANI, PUNGKY (2018) PENGARUH KOMITMEN, KOMUNIKASI DAN PENANGANAN KELUHAN TERHADAP LOYALITAS NASABAH KOPERASI SIMPAN PINJAM MITRA SEJAHTERA SURABAYA. Other thesis, UNIVERSITAS BHAYANGKARA SURABAYA.
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Abstract
Union is a social economic organization of people and consists of cooperative legal persons and legal entities which constitute the economic order as a joint effort based on the principle of kinship. The main purpose of the cooperative is to develop the welfare of members in particular and customers in general. Increased competition in union business require every union to pay attention to customer needs and customer desires. Seeing the importance of union in order to run well many important things that are needed in a union, including the commitment of customers, communication with customers and complaints handling. These three factors will affect the loyalty of union customers. The purpose of this study is to examine the influence of commitment, communication, and complaints handling factors to customer loyalty. Research respondents are 133 customers at KSP Mitra Sejahtera Surabaya. The analysis technique used is multiple regression with independent variable, commitment (X1), communication (X2), and complaint handling (X3), and the dependent variable is customer loyalty (Y). Based on the result outcome, it can be concluded that commitment, communication and complaint variable have positive significant effect both simultantly and partially on customer loyalty of KSP Mitra Sejahtera, and the other finding also shows that commitment is dominant variable to customer loyalty.
| Item Type: | Thesis (Other) |
|---|---|
| Additional Information: | PUNGKY OCTAVIANI 14021047/FEB/MA |
| Uncontrolled Keywords: | Commitment, Communication, Complaint Handling, Customer Loyalty |
| Subjects: | Social & Political Sciences Social & Political Sciences Social & Political Sciences Risk Management Management > Risk Management |
| Divisions: | Faculty of Economic & Business > Bachelor of Management & Business |
| Depositing User: | Perpus Ubhara Surabaya |
| Date Deposited: | 20 Aug 2019 04:29 |
| Last Modified: | 28 Oct 2019 06:42 |
| URI: | http://eprints.ubhara.ac.id/id/eprint/100 |
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