Analisis Hubungan Service Recovery terhadap Complaining Behavior dan Dampaknya terhadap Brand Switching
PT Bank OCBC NISP Tbk officially became a commercial bank in 1967, foreign exchange bank in 1990, and listed as a public company in Indonesia Stock Exchange in 1994. The purpose of this research is to identify the correlation and variables influences of service recovery, complaining behaviour, and b...
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| Format: | Article |
| Language: | English |
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Bina Nusantara University
2011-05-01
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| Series: | Binus Business Review |
| Subjects: | |
| Online Access: | https://journal.binus.ac.id/index.php/BBR/article/view/1116 |
| _version_ | 1797711129382748160 |
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| author | Dian Tauriana Christine Christine |
| author_facet | Dian Tauriana Christine Christine |
| author_sort | Dian Tauriana |
| collection | DOAJ |
| description | PT Bank OCBC NISP Tbk officially became a commercial bank in 1967, foreign exchange bank in 1990, and listed as a public company in Indonesia Stock Exchange in 1994. The purpose of this research is to identify the correlation and variables influences of service recovery, complaining behaviour, and brand switching; and also to give suggestion of extensive complaint handling so the customers of PT Bank OCBC NISP Tbk are more loyal. The analysis method is SPSS 16.00 program, simple correlation, and path analysis. Data collecting technique is questionnaire, as the amount of respondents (customers) are 100. The result of this research is there is relation and influences among service recovery, complaining behaviour, and brand switching variables. |
| first_indexed | 2024-03-12T07:02:31Z |
| format | Article |
| id | doaj.art-b83c1da26f4c43ca8ced4193cef84ab8 |
| institution | Directory Open Access Journal |
| issn | 2087-1228 2476-9053 |
| language | English |
| last_indexed | 2024-03-12T07:02:31Z |
| publishDate | 2011-05-01 |
| publisher | Bina Nusantara University |
| record_format | Article |
| series | Binus Business Review |
| spelling | doaj.art-b83c1da26f4c43ca8ced4193cef84ab82023-09-02T23:42:10ZengBina Nusantara UniversityBinus Business Review2087-12282476-90532011-05-012111512310.21512/bbr.v2i1.1116982Analisis Hubungan Service Recovery terhadap Complaining Behavior dan Dampaknya terhadap Brand SwitchingDian Tauriana0Christine Christine1Bina Nusantara UniversityBina Nusantara UniversityPT Bank OCBC NISP Tbk officially became a commercial bank in 1967, foreign exchange bank in 1990, and listed as a public company in Indonesia Stock Exchange in 1994. The purpose of this research is to identify the correlation and variables influences of service recovery, complaining behaviour, and brand switching; and also to give suggestion of extensive complaint handling so the customers of PT Bank OCBC NISP Tbk are more loyal. The analysis method is SPSS 16.00 program, simple correlation, and path analysis. Data collecting technique is questionnaire, as the amount of respondents (customers) are 100. The result of this research is there is relation and influences among service recovery, complaining behaviour, and brand switching variables.https://journal.binus.ac.id/index.php/BBR/article/view/1116service recovery, complaining behaviour, brand switching |
| spellingShingle | Dian Tauriana Christine Christine Analisis Hubungan Service Recovery terhadap Complaining Behavior dan Dampaknya terhadap Brand Switching Binus Business Review service recovery, complaining behaviour, brand switching |
| title | Analisis Hubungan Service Recovery terhadap Complaining Behavior dan Dampaknya terhadap Brand Switching |
| title_full | Analisis Hubungan Service Recovery terhadap Complaining Behavior dan Dampaknya terhadap Brand Switching |
| title_fullStr | Analisis Hubungan Service Recovery terhadap Complaining Behavior dan Dampaknya terhadap Brand Switching |
| title_full_unstemmed | Analisis Hubungan Service Recovery terhadap Complaining Behavior dan Dampaknya terhadap Brand Switching |
| title_short | Analisis Hubungan Service Recovery terhadap Complaining Behavior dan Dampaknya terhadap Brand Switching |
| title_sort | analisis hubungan service recovery terhadap complaining behavior dan dampaknya terhadap brand switching |
| topic | service recovery, complaining behaviour, brand switching |
| url | https://journal.binus.ac.id/index.php/BBR/article/view/1116 |
| work_keys_str_mv | AT diantauriana analisishubunganservicerecoveryterhadapcomplainingbehaviordandampaknyaterhadapbrandswitching AT christinechristine analisishubunganservicerecoveryterhadapcomplainingbehaviordandampaknyaterhadapbrandswitching |