Rizal Rivai, Alimuddin and Musthofa, Musthofa and Prayitno, Teguh Hadi MEMBANGUN LOYALITAS NASABAH MELALUI KUALITAS RELASIONAL BERBASIS PADA MANFAAT-MANFAAT RELASIONAL YANG DIBERIKAN KEPADA NASABAH (Studi Empiris pada BPR Agung Sejahtera Semarang). Penelitian.
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Abstract
med to examine the influence of Social benefits, Special Services benefits, Trust' benefits in customer satisfaction, customer satisfoction to the next customer commitment, and how it impacts the customer's commitment to positive WoM communication and Customer Loyalty. This study focused Rural Semarang, which has been a customer on the customer's credit in the Great Prosperous over a year. Purposive sampling technique was taken on the grounds that: the respondents had sufficient experience with a relationship for banh so it can answer the questions posed. The number of respondents that can be processed in this study amounted to I2l people. Processing the data using SPSSfor Windows Ver.16. The results showed that there are tvvo hypotheses are rejected, the hypothesis of the impact of the bene;fits of dedicated service to the customer satisfaction (h2) and the impact oJ'positive ,'t/OM communication to Loyalty (H7). As for hypothesis: Social Benefits, and Trust in customer satisfaction (hl, h3) proved significant; Effict of Customer Satisfaction on Customer Commitment (h4) also proved significant, and commitment to positive WOM communication (h5) and Loyalty (h6) also proved significant. Each of inJluence between these variables showed a positive direction. So the results of this study prove that loyalty and positive WoM communication can be built from the Customer Commitment, and Customer Commitment can be achieved if customers are satisfied and is essentially a relational benefits, namely: social benefits and trust benefits perceived by customers. Key word: Relational Benefits, Customer Satisfaction, Customer Commitment, Positive WOM Communication, and Customer Loyalty
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | Relational Benefits, Customer Satisfaction, Customer Commitment, Positive WOM Communication, and Customer Loyalty |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HT Communities. Classes. Races |
| Faculty / Institution: | Fakultas Ekonomika dan Bisnis |
| Depositing User: | Fakultas Ekonomi |
| Date Deposited: | 05 Nov 2015 02:12 |
| Last Modified: | 05 Nov 2015 02:12 |
| URI: | http://eprints.unisbank.ac.id/id/eprint/3043 |
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