FAKTOR-FAKTOR YANG MEMPENGARUHI CUSTOMER RETENTION (STUDI KASUS PADA BANK BNI SYARI’AH CABANG KUSUMANEGARA YOGYAKARTA)

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.

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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.

Item Type: Thesis (Skripsi)
Additional Information: 1. JOKO SETYONO, SE., M.Si. 2. DIAN NURIYAH SOLISSA, SHI., M.Si.
Uncontrolled Keywords: relationship marketing input, company image, emotional closeness, complain handling, customer retention
Subjects: Keuangan Syariah
Divisions: Fakultas Ekonomi dan Bisnis Islam > Keuangan Syariah (S1)
Depositing User: Miftahul Ulum [IT Staff]
Date Deposited: 03 Oct 2016 13:15
Last Modified: 03 Oct 2016 13:15
URI: http://digilib.uin-suka.ac.id/id/eprint/22160

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