Analisis Kepuasan dan Loyalitas Pengguna Flazz Card BCA

Ergandia, Erma Rosa (2011) Analisis Kepuasan dan Loyalitas Pengguna Flazz Card BCA. Masters thesis, Institut Pertanian Bogor.

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Official URL: http://elibrary.mb.ipb.ac.id

Abstract

Customer Satisfaction And Loyalty Analysis Of Flazz Card BCA Erma Rosa Ergandia Evolution of payment was changing time by time. Now there were prepaid card that could help customers on micropayment. There were many bank that had prepaid card, for example BCA, Mandiri, Bank DKI, BNI, and Bank Mega. BCA had multi functions card, that was Flazz Card that can be used in many merchant. Flazz Card BCA helped customer in micro payment that can be used in many merchants. The objectives of this study were to analyze customer satisfaction of Flazz Card BCA, identify and analyze the factors influencing customer satisfaction of Flazz Card BCA, formulate useful managerial implications for developing and improve customer satisfaction of Flazz Card BCA. The primary data were gathered on May 2010 using a descriptive and survey method approach through questionnaires and interviews. The sample were gathered using purposive convenience sampling (non probability sampling). The amount of respondents that were used in this study followed the SEM rule of thumb and collected up to 125 respondents. Descriptive analysis, structural equation modeling, penalty reward analysis, customer satisfaction index (CSI) and also customer loyalty index (CLI) were used to analyze the data. The result of this study showed that tangible, reliability, responsiveness, empathy and assurance had significantly contributed in influencing customer satisfaction. Reliability was dimension that had the biggest effect in forming satisfaction. The result based on Penalty Reward Analysis showed that all indicator variable categorized as basic attribute. There was a significant relationship between satisfaction and loyalty. Satisfaction was the forming component of loyalty. Respondent who were satisfied were willing to keep using Flazz Card BCA.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Flazz Card BCA, Structural Equation Modeling, Penalty Reward Analysis, Customer Satisfaction Index (CSI) and Customer Loyalty Index (CLI).
Subjects: Manajemen Pemasaran
Depositing User: Library
Date Deposited: 12 Dec 2011 03:22
Last Modified: 15 Aug 2016 08:09
URI: http://repository.sb.ipb.ac.id/id/eprint/243

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