Pengaruh Gender, Commitment, Communication, Dan Conflict Handling Terhadap Customer Loyalty Pada Salah Satu Bank Swasta Di Indonesia

Abstract

<p><span><em>The background of this research is how to winning the competitions in banking industry </em><span><em>sector, build a relationship and make customers to be loyal, to makes banking managers </em><span><em>must strive to develop their strategy to achieve customer loyalty. </em></span></span></span></p><p><span><span><span><em>The objectives of this </em><span><em>research is to investigate the effect of gender, commitment, communication and conflict </em><span><em>handling on customer loyalty in Indonesian private banking. A theoritical framework </em><span><em>was developed to test the effect among the study construct. </em></span></span></span></span></span></span></p><p><span><span><span><span><span><span><em>The design of this research </em><span><em>applies to one of the biggest local bank in Indonesia and the questionares were </em><span><em>spreaded away to 150 respondents / customers from 4 branches in Jakarta and by </em><span><em>using purposive sampling. The results of this research show that gender does not </em><span><em>significantly effect on customer loyalty but commitment, communication and conflict </em><span><em>handling are significantly effect on customer loyalty.</em><br /><span><em>Keyword </em><span><em>: gender, commitment, communication, conflict handling and customer</em><br /><span><em>loyalty</em></span></span></span></span></span></span></span></span></span></span></span></span><br /></span></span></p>