M.YUSUF KUSUMA WARDHANY, 041314353003 (2016) DIMENSIONS OF TRUST IN RELATIONSHIP MANAGER PADA NASABAH PRIORITAS: STUDI KASUS PRIORITY BANKING DI BANK X CABANG SURABAYA. Thesis thesis, UNIVERSITAS AIRLANGGA.
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Abstract
Tujuan dari penelitian ini adalah untuk mengetahui bagaimanakah trust in Relationship Manager Bank X Cabang Surabaya dan menentukan dimensions of trust in Relationship Manager pada nasabah Bank X Caang Surabaya. Informan dalam penelitian ini adalah Nasabah, Ex Nasabah, Relationship Manager dan Ex-Relationship Manager. Informan-informan tersebut dipilih berdasarkan pengalaman mereka dalam dunia industri personal banking. Hasil penelitian menunjukkan Dimensions of trust in Relationship Manager dari kacamata customer adalah : jujur dan beretika, profesional, luwes, berorientasi pada nasabah, dan Tulus. Dimensions of trust in Relationship Manager dari kacamata Relationship Manager sendiri adalah : jujur dan beretika, professional, luwes, berorientasi pada nasabah, tulus dan satu tambahan dimensi adalah telaten. Ditemukan beberapa faktor yang mempengaruhi switching behaviour nasabah ke Bank kompetitor mengikuti Relationship Manager-nya, yaitu : Chemistry (Relationship Quality), Profesionalitas dan Keluwesan, dan Bank Image. Hasil dari penelitian ini diharapkan mampu membantu Bank X dalam meningkatkan level trust in relationship manager pada nasabanya dan menghindari switching behaviour nasabah untuk menjaga kinerja Bank X.
| Item Type: | Thesis (Thesis) | |||||||||
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| Additional Information: | KKB KK-2 MM. 31/16 War d | |||||||||
| Uncontrolled Keywords: | dimensions of trust, relationship manager, customer, customer switching behaviour | |||||||||
| Subjects: | H Social Sciences > HG Finance > HG4301-4480.9 Trust services. Trust companies | |||||||||
| Divisions: | 04. Fakultas Ekonomi dan Bisnis > Magister Manajemen | |||||||||
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| Depositing User: | sugiati | |||||||||
| Date Deposited: | 25 Apr 2016 06:39 | |||||||||
| Last Modified: | 25 Apr 2016 06:39 | |||||||||
| URI: | http://repository.unair.ac.id/id/eprint/29906 | |||||||||
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