eprintid: 22160
rev_number: 12
eprint_status: archive
userid: 71
dir: disk0/00/02/21/60
datestamp: 2016-10-03 06:15:43
lastmod: 2016-10-03 06:15:43
status_changed: 2016-10-03 06:15:43
type: thesis
metadata_visibility: show
creators_name: FRIDA HANJANI ALIEF, NIM. 09390115
title: FAKTOR-FAKTOR YANG MEMPENGARUHI CUSTOMER RETENTION
(STUDI KASUS PADA BANK BNI SYARI’AH CABANG
KUSUMANEGARA YOGYAKARTA)
ispublished: pub
subjects: keu_sya
divisions: jur_keuangan_syariah
full_text_status: restricted
keywords: relationship marketing input, company image, emotional closeness,
complain handling, customer retention
note: 1. JOKO SETYONO, SE., M.Si.
2. DIAN NURIYAH SOLISSA, SHI., M.Si.
abstract: One marketing strategy that can be done of sharia banking in the face of
stiff competition in nasional banking is the customer retention. To retain of
customer must make various efforts, for example is relationship marketing input,
build and maintain company image, create emotional closeness with customers,
and provide a good complaint handling.
The purpose of this research is to determine the influence of relationship
marketing input, company image, emotional closeness, and complaint handling on
the customer retention in Bank BNI Sharia Kusumanegara Yogyakarta branch.
This research is that the data obtained trough questionnaries. The data analyzed
quantitatively by multiple linear regresi mothode.
Based on the analysis and data processing, it can be seen that the
variables relationship marketing input, company image, emotional closeness, and
complaint handling simultaneously significant effect on customer retention in
Bank BNI Sharia Kusumanegara Yogyakarta branch. Partially, variable emotional
closeness significantly effect customer retention in Bank BNI Sharia
Kusumanegara Yogyakarta branch. While the relationship marketing input,
company image, and complaint handling no significant impact on customer
retention in Bank BNI Sharia Kusumanegara Yogyakarta branch.
date: 2016-07-19
date_type: published
institution: UIN SUNAN KALIJAGA YOGYAKARTA
department: FAKULTAS EKONOMI DAN BISNIS ISLAM
thesis_type: skripsi
thesis_name: other
citation:   FRIDA HANJANI ALIEF, NIM. 09390115  (2016) FAKTOR-FAKTOR YANG MEMPENGARUHI CUSTOMER RETENTION (STUDI KASUS PADA BANK BNI SYARI’AH CABANG KUSUMANEGARA YOGYAKARTA).  Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.   
document_url: https://digilib.uin-suka.ac.id/id/eprint/22160/1/09390115_BAB-I_IV-atau-V_DAFTAR-PUSTAKA.pdf
document_url: https://digilib.uin-suka.ac.id/id/eprint/22160/2/09390115_BAB-II_sampai_SEBELUM-BAB-TERAKHIR.pdf