Supriatna, Erik (2022) PENGARUH KOMUNIKASI INTERPERSONAL TERHADAP KEPUASAN DAN LOYALITAS NASABAH PADA PT. BANK NEGARA INDONESIA PERSERO KANTOR CABANG KARAWANG. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
Peranan perbankan dalam memajukan peranan ekonomi suatu negara sangatlah besar khususnya di indonesia, sehingga memunculkan persaingan di industri perbankan, dengan meningkatnya persaingan tersebut ditandai dengan bermunculannya bank baru. Untuk tetap bertahan dalam persaingan, maka PT Bank Negara Indonesia menerapkan strategi dengan meningkatkan kualitas Komunikasi Interpersonal antara petugas dengan nasabah guna mencapai Kepuasan serta Loyalitas pada Nasabah PT Bank Negara Indonesia khususnya Kantor Cabang Karawang. Penelitian ini mempunyai tujuan guna mengetahui serta menganalisa Pengaruh Komunikasi Interpersonal Terhadap Kepuasan dan Loyalitas Nasabah pada PT Bank Negara Indonesia Persero Kantor Cabang Karawang. Pendekatan pada riset ini yakni pendekatan kuantitatif melalui teknik Analisis Jalur (Path Analysis). Teknik perolehan data dengan menyebarkan Quesioner selaku data primer, serta studi pustaka selaku sumber data sekunder. Riset ini memanfaatkan Komunikasi Interpersonal oleh Devito. Kata Kunci: Pengaruh, Komunikasi Interpersonal, Kepuasan, Loyalitas Nasabah, PT Bank Negara Indonesia Persero. The role of banks in advancing the economy of a country is very large, especially in Indonesia, causing competition in the banking industry, with increasing competition marked by the emergence of new banks. To stay afloat in the competition, PT Bank Negara Indonesia implemented a strategy by improving the quality of Interpersonal Communication between officers and customers in order to achieve Satisfaction and Loyalty to PT Bank Negara Indonesia customers, especially the Karawang Branch Office. This study aims to determine and analyze the influence of interpersonal communication on customer satisfaction and loyalty at PT Bank Negara Indonesia Persero Karawang branch office. The approach in this research is a quantitative approach through Path Analysis techniques. The data acquisition technique is by distributing questionnaires as primary data, and literature studies as secondary data sources. This research utilizes Interpersonal Communication by Devito. Keywords: Influence, Interpersonal Communication, Satisfaction, Customer Loyalty, PT Bank Negara Indonesia Persero.
| Item Type: | Thesis (S2) |
|---|---|
| NIM/NIDN Creators: | 55219110011 |
| Uncontrolled Keywords: | Influence, Interpersonal Communication, Satisfaction, Customer Loyalty, PT Bank Negara Indonesia Persero, Pengaruh, Komunikasi Interpersonal, Kepuasan, Loyalitas Nasabah, PT Bank Negara Indonesia Persero. |
| Subjects: | 300 Social Science/Ilmu-ilmu Sosial > 300. Social Science/Ilmu-ilmu Sosial > 302 Social Interaction, Interpersonal Relations/Interaksi Sosial, Hubungan Antarpersonal > 302.2 Communication/Komunikasi |
| Divisions: | Pascasarjana > Magister Ilmu Komunikasi |
| Depositing User: | ORYZA LUVITA |
| Date Deposited: | 04 Oct 2022 07:48 |
| Last Modified: | 04 Oct 2022 07:48 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/69894 |
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