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All Journal Islamic Ecomonics Journal
Ditta Nurhidayanti
Universitas Islam Negeri Raden Intan - Lampung
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Analisis Penanganan Keluhan Terhadap Loyalitas Nasabah Pada PT. BPRS Se-Provinsi Lampung Ditta Nurhidayanti; Heni Noviarita; Erike Anggraeni
Islamic Economics Journal Vol 6, No 1 (2020)
Publisher : University of Darussalam Gontor

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (356.843 KB) | DOI: 10.21111/iej.v6i1.4303

Abstract

The purpose of this research is to find and analyze the handling of complaints against customer loyalty at PT. BPRS in the Province of Lampung. This research is a quantitative study with a questionnaire data collection tool that is distributed to customers of PT. SRBs in the Province of Lampung. The sample used in this study was 100 customers, with a purposive sampling data collection technique. Analysis of the data used in this study is a simple linear regression data analysis. The results found that the handling of complaints can affect customer loyalty of PT. SRBs in the Province of Lampung. The magnitude of the effect of handling complaints on loyalty is 49.3%. Therefore, to maintain customer loyalty PT. BPRS in Lampung Province can make various options such as improving service quality, increasing satisfaction, perceived value, E-Servqual and using mobile banking.
Analisis Penanganan Keluhan Terhadap Loyalitas Nasabah Pada PT. BPRS Se-Provinsi Lampung Ditta Nurhidayanti; Heni Noviarita; Erike Anggraeni
Islamic Economics Journal Vol. 6 No. 1 (2020)
Publisher : University of Darussalam Gontor

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (356.843 KB) | DOI: 10.21111/iej.v6i1.4303

Abstract

The purpose of this research is to find and analyze the handling of complaints against customer loyalty at PT. BPRS in the Province of Lampung. This research is a quantitative study with a questionnaire data collection tool that is distributed to customers of PT. SRBs in the Province of Lampung. The sample used in this study was 100 customers, with a purposive sampling data collection technique. Analysis of the data used in this study is a simple linear regression data analysis. The results found that the handling of complaints can affect customer loyalty of PT. SRBs in the Province of Lampung. The magnitude of the effect of handling complaints on loyalty is 49.3%. Therefore, to maintain customer loyalty PT. BPRS in Lampung Province can make various options such as improving service quality, increasing satisfaction, perceived value, E-Servqual and using mobile banking.
Co-Authors Erike Anggraeni Heni Noviarita