PENGARUH KUALITAS LAYANAN, KEPUASAN, KEPERCAYAAN TERHADAP KOMITMEN HUBUNGAN PADA NASABAH TAHAPAN BCA DI SURABAYA

This research aims to find out the influence of service quality, satisfaction, trust on relationship commitment of customer tahapan BCA in Surabaya. The type of data is the primary data spreading to the costumers using questionnaire with likert scale of 1 to 5. Respondent is 100 costumers of tahapan BCA in Surabaya. This research use judgement sampling method to provide the respondent. The data is analized using Multiple Regression Technique. The result of this research shows that there are significance influence of service quality, satisfaction and trust positively to relationship commitment. Key words : Service Quality, Satisfaction, Trust and Relationship Commitment