ANALYSIS OF HOW BUSINESS PROCESS AND LOYALTY PROGRAM AT BNI TAPLUS INFLUENCES THEIR CUSTOMER LOYALTY

• Main Author: SANTRA (NIM: 29106422); Pembimbing: Reza Ashari Nasution, Ph.D., PICARNELLA
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/16822
• Institution: Institut Teknologi Bandung

PT.Bank Negara Indonesia (Persero) Tbk established at July 5th 1946 based on Peraturan Pemerintah No.2 tahun 1946. At 1955, Bank Negara Indonesia’s Status changed into government commercial bank. This change provide a better and wider service for national business sector. <br /> <br /> <br /> On yearly survey that been held by MarkPlus and InfoBank magazine since 2005 about customer loyalty in Indonesian banking industry, which called Indonesian Bank Loyalty Index, writer found interesting phenomenon about rank switching on customer loyalty. BNI was one among several big commercial bank which experienced the rank switching. <br /> <br /> <br /> The main goal about this analysis is to find out how far TAPLUS BNI’s business process as an indicator of customer satisfaction and loyalty program that offered by TAPLUS BNI can influences their customer. Research data is analyzed using Factor Analysis and path analysis to achieve a maximal research output and to see which factors that seen as an important factor for TAPLUS BNI costumers. <br /> <br /> <br /> Research output show that customer loyalty in banking industry is based on bank interest and customer’s personal likeness.