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Journal : Binus Business Review

Analisis Hubungan Service Recovery terhadap Complaining Behavior dan Dampaknya terhadap Brand Switching Tauriana, Dian; Christine, Christine
Binus Business Review Vol 2, No 1 (2011): Binus Business Review
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/bbr.v2i1.1116

Abstract

PT Bank OCBC NISP Tbk officially became a commercial bank in 1967, foreign exchange bank in 1990, and listed as a public company in Indonesia Stock Exchange in 1994. The purpose of this research is to identify the correlation and variables influences of service recovery, complaining behaviour, and brand switching; and also to give suggestion of extensive complaint handling so the customers of PT Bank OCBC NISP Tbk are more loyal. The analysis method is SPSS 16.00 program, simple correlation, and path analysis. Data collecting technique is questionnaire, as the amount of respondents (customers) are 100. The result of this research is there is relation and influences among service recovery, complaining behaviour, and brand switching variables. 
Co-Authors Agustin Dwi Syalfina Al Faruq, Muhammad Ariq Albar, Husnul Fuad Andri Irfan Rifai Ardhiawan, Nicolas Raditya Aryasa E.M., Tjahya Azmi Harahap, Taufiq Beby Karina Fawzeea Sembiring Beraya, Fransiska Millenia A L B Christanto, Henoch Juli Darius Andana Haris Dessy Agustiany Dewi, Dewa Ayu Mas Shintya Dian Tauriana, Dian Djaja, Benny Doda, Diana V.D. Ellen Fanny Fanny Fitri, Geyzka Syalwa Gema Florencia, Carla Fransiska Fransiska Govanny, Jocelyn Listo Hamdi, Tasrif Hamid, Mey Lina Hana, Gressia Hananta, Juninho Yudistira Handayani, Susanty Hanum Sasmita Hartawan, IGAG Utara hasyim, hasyim Hiuredhy, Davin Kurnia Hutasoit, Apren Halomoan I Gede Agus Widyadana I Made Gede Widnyana I Nyoman Sutapa Ida Bagus Krisna Jaya Sutawan Incharisma, Maria Jamhari Jamhari Jeanny Pragantha Jimmy, So Yohanes Kartika, Ria Chandra Kristiawanto, Kristiawanto Kurniyanta, I Putu Kusumatriawan, Ardhiel Junico A Linda Santioso Luh Putu Ratna Sundari Masyfufah, Lilis Muchtaridi Muchtaridi Muda Situmorang, Iskandar Mustafa Nizwan Zukhri Novarianti, Novarianti Novianti, Siti Nudji, Bambang Nur Aini Nuryanah, Siti Pangestuti, Patricia Aurelia U Patricia, Rachael Pebriani, Fathia Politon, Fellysca Politon, Fellysca V. M. Prihartanti, Niken Grah Prio Utomo Putri, Ahir Diana Putu Herdita Sudiantara, Putu Herdita Putu Pramana Suarjaya Respito, Andi Saputra, Darman Simbolon, Angelita Rogabe T Siswahyudianto Situmorang, Syafrizal Helmi Sri Hartini Stephen Aprius Sutresno, Stephen Aprius Sunuh, Herlina Sunuh, Herlina Susanto Sutha, Diah Wijayanti Syafrizal Helmi Situmorang Tabita, Skolastika Gadis Tahjoo, Anastina Teepapal, Tanawat Tiadoraria br. Ginting, Litka Titin Wahyuni Tjokorda Gde Agung Senapathi Ulya Firza, Syafira Utin, utin Kasma Widiastiani, Nindry Sulistya Yovie Ernanda yusbardini, yusbardini Zainumi, Cut Meliza