Analisis Penanganan Keluhan Terhadap Loyalitas Nasabah Pada PT. BPRS Seprovinsi Lampung

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...

Descripción completa

Guardado en:
Detalles Bibliográficos
Autores principales: Ditta Nur Hidayanti, Heni Noviarita, Erike Anggraeni
Formato: article
Lenguaje:AR
EN
ID
Publicado: Universitas Darussalam Gontor 2020
Materias:
Acceso en línea:http://dx.doi.org/10.21111/iej.v6i1.4303
https://doaj.org/article/df3309d88579463c9d2e67fbb8c59c0a
Etiquetas: Agregar Etiqueta
Sin Etiquetas, Sea el primero en etiquetar este registro!
Descripción
Sumario: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.