RAMADANIA, 099812968 / M (2000) KEPERCAYAAN DAN KOMITMEN SEBAGAI PERANTARA KUNCI RELATIONSHIP MARKETING DALAM MEMBANGUN LOYALITAS (SURVEI PADA NASABAH BANK MUAMALAT INDONESIA SURABAYA). Thesis thesis, Universitas Airlangga.

	Text KK TE 13-01 Ram a ABSTRAK.pdf Download (483kB)
	Text KK TE 13-01 Ram a DAFTAR ISI.pdf Download (503kB)
	Text KK TE 13-01 Ram a DAFTAR PUSTAKA.pdf Download (563kB)
	Text (FULLTEXT) KK TE 13-01 Ram a.pdf Download (4MB)

Abstract

Recently, the focus of organizations consideration has moved from strategic design to recruitment of new customer and made transaction with them in an effort of maintaining the existing customers and building long-tenm relationship with the customers, this is called relationship marketing, Loyalty is the purpose of relationship marketing that is built not only by satisfaction, but also trust and commitment as key mediator in building loyalty, The purpose of this research is to analyze the relationship between customer perteption of syariah system quality, service quality, satisfaction, trust and commitment in building loyalty for the customers who have a high relational orientation to organization in syariah banking setting, Research was conducted in 8ank Muamalat IndoneSia Surabaya at three locations 8MI Danmo, 8MI UNAIR and 8MI Ampe!. Data were collected by using questionnaires involving 150 respondents. Variables was measured by 44 items using semantic differential scale from 1 to 9. The relationship variables in this research was tested by using peth analysis. Findings from this research show that the percepl,," of syariah syslem quality especialy profit sharing has positive relationship with sahsl":!,,,, wi zakat system does not show Significant relationship. Furthermore, this researcl, ,,,,,,",, that there ale positive relationship between trust and commitment, commitment and loyalty, and trust and loyalty, But, this research does not show any evidence that there is a relationship between syariah system quality perception to trust and commitment. Moreover, there is no significant relationship between service quality and satisfaction, trust and commitment. This research also shows there is no significant relahonship between satisfaction and commitment, and satisfachon and loyalty,

Actions (login required)

View Item