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Annie Tiofany
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH BANK (STUDI KASUS PADA BCA CABANG DUTA MAS JAKARTA) Tiofany, Annie; Wahyoedi, Soegeng
Manajemen Bisnis Kompetensi vol. 3 no. 1 Juni 2008
Publisher : Manajemen Bisnis Kompetensi

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Abstract

The advance of new technology and strict competition in banking industry have forced the management to continually improve their services. Improvement in quality of service is expected to increase customer loyalty. The purpose of this case study was to provide information to top level management, regarding service quality level of BCA Cabang Duta Mas Jakarta. The descriptive-verification method was used to explore the service quality level and the relation of service quality to customer loyalty in this bank. This study found that there was a low-positive correlation between service quality and customer loyalty.Keywords: service quality, customer loyalty, descriptive-verification
PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH BANK (STUDI KASUS PADA BCA CABANG DUTA MAS JAKARTA) Tiofany, Annie; Wahyoedi, Soegeng
Manajemen Bisnis Kompetensi vol. 3 no. 1 Juni 2008
Publisher : Manajemen Bisnis Kompetensi

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

The advance of new technology and strict competition in banking industry have forced the management to continually improve their services. Improvement in quality of service is expected to increase customer loyalty. The purpose of this case study was to provide information to top level management, regarding service quality level of BCA Cabang Duta Mas Jakarta. The descriptive-verification method was used to explore the service quality level and the relation of service quality to customer loyalty in this bank. This study found that there was a low-positive correlation between service quality and customer loyalty.Keywords: service quality, customer loyalty, descriptive-verification
Co-Authors Soegeng Wahyoedi