PT BPR Indra Candra faces a stiff competition in obtaining third-party
funds with its rural bank peers and other financial institutions, so the bank needs to
know the most influential drivers to increase satisfaction and loyalty of their saving
customers. To answer this problem, multiple ordinary least square regression and
analysis of covariance are applied in this research. The data were collected from 82
PT BPR Indra Candra?s saving customers in the end of March and the beginning of
April 2008 using convenience, purposive, and quota sampling. Regression analysis
reveals that three drivers significantly affect customer satisfaction. The perception
towards service quality is the most influential driver of customer satisfaction,
followed by perception towards monetary value and physical surrounding.
Perception towards convenience does not contribute significantly to customer
satisfaction. Analysis of covariance shows that customer satisfaction significantly
affects of customer loyalty. Given the same level of customer satisfaction, knowing
the image that the bank is the second largest rural bank in Bali and knowing the bank
personnel, management, or the owners do not significantly improve customer loyalty.
Author
• (34404017) ALFA DHARMAWIJAYA
Contributor
• (98-038) Filicia Chandra
Publisher
Universitas Kristen Petra
Year : 2008
Subject
1. CONSUMER SATISFACTION
2. CONSUMERS-RESEARCH
3. CUSTOMER LOYALTY
Keyword
customer satisfaction, customer loyalty
Category
s1 - Skripsi/Undergraduate Thesis (International Business Management)
Language
English
Rights
Final Research Report No. 00010135/MAN/2008; Alfa Dharmawijaya (34404017)
The resource(s) is/are owned by the Creator/Contributor.Reproduction & distribution for non-commercial purposes is permitted provided that the credit for the Creator/Contributor and the source are explicitly stated,and no alteration are made
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