Process innovation to increase customer satisfaction in Bank X

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Process innovation to increase customer satisfaction in Bank X

Ridwan, Emil - Personal Name; Munaf, Alex - Personal Name;

The objectives of the study were to find the relationship between process innovation and the level of customer satisfaction, to analyze the extent of the relationship, and to analyze those two factors in relationship with the income of the bank.rnrnThe study was conducted using primary data. The data was taken from customer survey done in the month of June and July 2005. The approach used for the study was the Correlation Analysis to find if there was a relationship between process innovation and the level of customer satisfaction. Another approach used was the Multiple Linear Regression Analysis to find the relationship between process innovation and the level of customer satisfaction with the income of the bank. This research which was using statistical program SPSS for Windows Version 12.0 demonstrates that there was a relationship between process innovation and customer satisfaction. Also it was found the relationship between process innovation and customer satisfaction with the income of the bank.

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B00078 (wh) Available

Detail Information

Series Title: -
Call Number: 78
Publisher: : Swiss German University., 2005
Collation: -
Language: English
ISBN/ISSN: -
Classification: NONE
Content Type: -
Media Type: -
Carrier Type: -
Edition: -
Subject(s): IBA
Specific Detail Info: -
Statement of Responsibility: -

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