PERAN SERVICE QUALITY, PERCEIVED VALUE, DAN SWITCHING COST DALAM MEMBENTUK CUSTOMER LOYALTY PADA NASABAH PT. BANK CENTRAL ASIA, Tbk
| Main Authors: | Whony Rofianto, Brilyan Wicaksono |
|---|---|
| Format: | Book |
| Terbitan: |
STIE Indonesia Banking School
, 2015
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| Subjects: | |
| Online Access: |
http://lib.ibs.ac.id:80/index.php?p=show_detail&id=2646 http://lib.ibs.ac.id:80/images/docs/cover_ibs.jpg.jpg |
Daftar Isi:
- The growth of the banking industri is increasing in Indonesia so that consumers increasingly have more choices in using the services of banks available, even consumers continue to demand for better services. For the Bank is a challenge where competition is increasing and followed a good service requests from customers. Where is the best right now is how the Bank win customer loyalty. This study aims to examine the role of service quality, perceived value, and switching cost in the form of customer loyalty in customers PT. Bank Central Asia Tbk. This research is categorized as survey research with descriptive analysis method by taking sample and using questionnaire as the main data. The model was tested using a quota sample of 140 audiences and single cross sectional survey. The respondents are chosen by using nonprobability sampling and convenience sampling technique. The results of analysis in this research was tested using Structural Equation Modeling (SEM). The results of this research indicate all of the hypotheses are supported and have significant effects. Keywords: service quality, perceived value, switching cost, csutomer satisfaction, customer loyalty