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Analysis of customer satisfaction toward the features and benefits of BRI credit card

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This research are aimed at (1) identifying the profile of BRI credit cardholders; (2)rnunderstanding the level of customer satisfaction toward the features and benefits ofrnBRI credit card, by measuring the gap between customer perception and customerrnexpectation and (3) evaluating the dominant features and benefits of BRI credit cardrnthat influence the level of customer satisfaction using Importance and PerformancernAnalysis.rnThe 100 sample were taken conveniently at the office building of BRI 1 and 2, onrnJalan Sudirman, kav. 44-46 (Central Jakarta). Furthermore, this study use ServQualrnApproach to measure the level of customer satisfaction and Servperf Approach tornmeasure know the correlation between the features and benefits of BRI credit card tornthe level of customer satisfaction.rnBased on result, special promotion is feature and benefit of BRI credit card which hasrnthe biggest impact toward the level of customer satisfaction. It showed by coefficientrnof -0.104. It means that for every 1 unit increase in Special Promotions variable, thernoverall customer satisfaction drops by 0.104.

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Availability

B00670

(wh)

Available

Detail Information

Series Title

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Call Number

670

Publisher

: Swiss German University., 2010

Collation

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Language

English

ISBN/ISSN

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Classification

NONE

Content Type

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Media Type

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Carrier Type

-

Edition

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Subject(s)

IBA

Specific Detail Info

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Statement of Responsibility

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