Judul : skripsi ekonomi kode EKON0010
pengaruh implementasi relationship marketing terhadap customer loyalty pada Bank Rakyat Indonesia (BRI) Cabang X di kota X
Daftar Isi :
HALAMAN JUDUL; HALAMAN PERSETUJUAN DOSEN PEMBIMBING; HALAMAN PENGESAHAN; HALAMAN PERNYATAAN; HALAMAN MOTTO; HALAMAN PERSEMBAHAN; INTISARI; ABSTRAK; KATA PENGANTAR; DAFTAR ISI; DAFTAR TABEL; DAFTAR GAMBAR; BAB I : PENDAHULUAN; A. Latar Belakang; B. Batasan Masalah; C. Rumusan Masalah; D. Tujuan Penelitian; E. Manfaat Penelitian; BAB II : TINJAUAN PUSTAKA; A. Landasan Teori; B. Penelitian Terdahulu; C. Hipotesis; D. Model Penelitian; BAB III : METODA PENELITIAN; A. Obyek/Subyek Penelitian; B. Jenis Data; C. Metode Pengumpulan Data; D. Teknik Pengumpulan Sampel; E. Definisi Operasional Variabel Penelitian; F. Uji Kualitas Instrumen; G. Uji Hipotesis; BAB IV : ANALISIS DATA DAN PEMBAHASAN; A. Gambaran Umum Obyek Penelitian; B. Analisis Diskriptif; C. Uji Kualitas Instrumen; D. Uji Hipotesis (Analisis Data; E. Pembahasan; BAB V : KESIMPULAN DAN SARAN; A. Kesimpulan; B. Keterbatasan Penelitian; C. Saran; DAFTAR PUSTAKA; LAMPIRAN.
Abstrak :
The purpose of this research is to examine the influences of understanding customer expectation, building service partnership, total quality management, and empowering employees toward customer loyalty.
The sample of this research is customer who is saving in Bank Rakyat Indonesia (BRI) X. The technique sampling in this research is convenience sampling. We are used quesioner to collect the primer data, and the respondents are 100.
We used regression analysis to know the influences of understanding customer expectation, building service partnership, total quality management, and empowering employees toward customer loyalty
Results indicate simultan understanding customer expectation, building service partnership, total quality management and empowering employees have influences toward customer loyalty. Parsial understanding customer expectation, building service partnership, total quality management and empowering employees have influences toward customer loyalty.
Tujuan penelitian ini adalah menguji pengaruh signifikan relationship marketing inputs yang mencakup understanding customer expectation, building service partnership, total quality management, dan empowering employees terhadap customer loyalty.
Penelitian ini mengambil sampel nasabah yang menabung pada Bank Rakyat Indonesia Cabang X. Metode sampling yang digunakan adalah convenience sampling. Pengumpulan data dilakukan dengan menggunakan kuesioner. Jumlah responden yang diambil adalah 100 orang.
Dengan menggunakan alat analisis regresi berganda diperoleh hasil bahwa secara serentak understanding customer expectation, building service partnership, total quality management, dan empowering employees berpengaruh signifikan terhadap customer loyalty. Sedangkan secara parsial understanding customer expectation, building service partnership, total quality management dan empowering employees berpengaruh signifikan terhadap customer loyalty.