Strategi Meminimalisir Tingkat Churn Tabungan pada Industri Perbankan

Sunjaya, Ma’mun Insan (2018) Strategi Meminimalisir Tingkat Churn Tabungan pada Industri Perbankan. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.

[img]
Preview
Text (COVER)
1 Cover Mamun Insan Sunjaya.pdf

Download (712kB) | Preview
[img]
Preview
Text (ABSTRAK)
2 ABSTRAK Mamun Insan Sunjaya.pdf

Download (726kB) | Preview
[img]
Preview
Text (SURAT PERNYATAAN)
3 Pernyataan Mamun Insan Sunjaya.pdf

Download (925kB) | Preview
[img]
Preview
Text (LEMBAR PENGESAHAN)
4 Pengesahan Mamun Insan Sunjaya.pdf

Download (784kB) | Preview
[img]
Preview
Text (KATA PENGANTAR)
5 KATA PENGANTAR Mamun Insan Sunjaya.pdf

Download (704kB) | Preview
[img]
Preview
Text (DAFTAR ISI)
6 DAFTAR ISI Mamun Insan Sunjaya.pdf

Download (710kB) | Preview
[img]
Preview
Text (DAFTAR TABEL)
7 DAFTAR TABEL Mamun Insan Sunjaya.pdf

Download (611kB) | Preview
[img]
Preview
Text (DAFTAR GAMBAR)
8 DAFTAR GAMBAR Mamun Insan Sunjaya.pdf

Download (592kB) | Preview
[img]
Preview
Text (DAFTAR LAMPIRAN)
9 DAFTAR LAMPIRAN Mamun Insan Sunjaya.pdf

Download (611kB) | Preview
[img] Text (BAB 1)
BAB I Mamun Insan Sunjaya.pdf
Restricted to Registered users only

Download (2MB)
[img] Text (BAB 2)
BAB II Mamun Insan Sunjaya.pdf
Restricted to Registered users only

Download (2MB)
[img] Text (BAB 3)
BAB III Mamun Insan Sunjaya.pdf
Restricted to Registered users only

Download (1MB)
[img] Text (BAB 4)
BAB IV Mamun Insan Sunjaya.pdf
Restricted to Registered users only

Download (4MB)
[img] Text (BAB 5)
BAB V Mamun Insan Sunjaya.pdf
Restricted to Registered users only

Download (917kB)
[img] Text (DAFTAR PUSTAKA)
DAFTAR PUSTAKA Mamun Insan Sunjaya.pdf
Restricted to Registered users only

Download (933kB)
[img] Text (LAMPIRAN)
Lampiran Mamun Insan.pdf
Restricted to Registered users only

Download (2MB)

Abstract

This study aims to determine and analyze the factors that influence customer switching behavior of Britama savings to other bank savings. Multiple linear regression analysis will be used to examine the independent variables such as bank reputation, bank service quality, attractiveness of bank advertisement, price and involuntary switching that influence customer churn. The data of this research were obtained from 100 respondents of exisiting and former Britama that live in Greater Jakarta area (Jakarta, Bogor, Depok, Tangerang and Bekasi). The result shows that bank reputation, bank service quality, attractiveness of bank advertisement have negatively significant influence, while involuntary switching positively significant influence to Britama savings churn. Bank reputation, bank service quality, attractiveness of bank advertisement and price will prevent the customer switching behavior and minimize customer churn. Instead, involuntary switching will support the customer switching behavior and increase savings churn. Keywords: switching behavior, bank customer, savings, churn Penelitian ini ditujukan untuk mengetahui dan menganalisa faktor-faktor yang mempengaruhi perilaku beralihnya nasabah tabungan Britama ke tabungan bank lain. Analisis regresi linier berganda digunakan untuk menguji lima variabel bebas yaitu reputasi bank, kualitas layanan bank, daya tarik iklan bank, harga dan involuntary switching terhadap customer churn. Data penelitian berasal dari 100 responden nasabah dan mantan nasabah Britama yang tinggal di wilayah Greater Jakarta (Jakarta, Bogor, Depok, Tangerang dan Bekasi). Hasil penelitian menunjukkan bahwa reputasi bank, kualitas layanan bank, daya tarik iklan bank dan harga berpengaruh signifikan secara negatif, sedangkan involuntary switching berpengaruh signifikan secara positif terhadap tingkat churn tabungan Britama. Reputasi bank, kualitas layanan bank, daya tarik iklan bank dan harga akan menghambat terjadinya peralihan nasabah dan meminimalisir tingkat churn tabungan. Sebaliknya, involuntary switching justru akan mendukung beralihnya nasabah dan meningkatkan churn tabungan. Kata kunci: perilaku beralih, nasabah bank, tabungan, tingkat churn

Item Type: Thesis (S2)
NIM/NIDN Creators: 55116120040
Uncontrolled Keywords: perilaku beralih, nasabah bank, tabungan, tingkat churn. witching behavior, bank customer, savings, churn
Subjects: 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum
Divisions: Pascasarjana > Magister Manajemen
Depositing User: MYTHA ALVIANA SARI
Date Deposited: 29 Mar 2022 22:53
Last Modified: 29 Mar 2022 22:53
URI: http://repository.mercubuana.ac.id/id/eprint/59027

Actions (login required)

View Item View Item