Model Terintegrasi dari Kesetiaan Pelanggan pada Bank Pemerintah

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! " # $ % & & $ % $

(2)

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(3)

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(4)

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* " # " " $ , $ !, / " . # # ) . # # # 3 $ , ) . . 0 # " " " " " 3 " . " ) # " . $ , : . E . " # " " . $1, " " . . 0 0 " # " . " " . " # . / / " " / E/ $ " " # . , $!, " / . " " # # " " " / " $=, . " ) . 2 # " # # " " " . " $+, " # ) # # " # . 0 # . " # # " " " $ , " " " ) " " # " # . ; $* , " " " " " . " " $ & +, 4 9 $ , " . # " . " " E" " # ) #. " #. . # " / " 0 # # # " ) . * # " ) . . " " " $ 0 $ +, * " . " # & $ ) *6=, * / # . " # / $ & *, $ , . # 0 " " " # / " " # " . 3 / " / # . . " " " . 0 " " " * " " " " . # # " . . / " $ , " " " # " # # " " # $ **6, # 0 " # # " " " " # 0 # " " " " . " " $ & , * " " # " . " " * "

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" # " " " $< ** , A E/ " # " < ** , # # 3 $ , . " " . " " . " " ) " " 0 " . " $ , 1 - " . ) ) E # " " # # . . $1, 1 " # / . " # # " . $!, . / " " . " # 7 " / " " 2 $ , # # 3 $ , 1 " . " " # . " " . " " ) . $ , - " " . " . " # . # " " " " " # # $1, 2 E . " " " " . " " " . 0 . ) " " " " " " $!, + * " " . " " # . # " " 0 * " . # " . # " " " . " " $ +, * " " " # . # " " ) . / # 0 " . # " # / " # # $ , - ) " + , # * " . $ " . ( 2 , < $ ** , . . . " " + " . " + , 5 $ **1, . # 0 # " # " " " # # # " # " " # $4 . ** , 2 $ , " $+ , # " " " # . " " " " ) " " " " ) " . # # . " + " / # " " " " # # " # . ) " " " # ) # " . " . . . $ 1, " " " # # " . # " / " " / # " # . $5 # ) ( 9 ) ,

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, -" . " # . " # " # " # " " " # " # " # . " . " $ . ***, < # $ , # . " . " # . . " " " & # " . . " , " . " " # # 3 $ , " # $ , # # # . " " " # " # " G" . $1, # ) . # " " " G" . $!, # " . # " # " " # $=, # " 0 " " " $+, . " . . # ) # # . " . " # # . # A E / . " " F ( $ 1, . 3 $ , A " $ , 7 $1, < # # $!, 0 $=, < " " . " / " # " . $A , $ 1, " " # # 3 $ , 4 $ , . " " . # " " 0 # # " E . # " " . . " " " . " . . / $ , 4 & . " " $ , . # # " " " & . # & " / " 0 0 ) $1, 3 ) " # # " # " # " " " " " # # " " # " . " " # " $!, < " $ , " # . # " . # # # " " $ , . " !+ , , / # " " " # " . " / . ) " # " " # 0 + , " " " . " " . ) " # . # 2 $ 1, . # 0 + , " . # # " ) . # " " # . 0 " " " . " . " . " . # # # " "

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% . " # " ) " / " " . " $9 0 . ( 0 **1, + , " # # " " ) . " " # 0 " " " . " . " # " " " $@ & 1, A + , " " $ , # # 3 $ , - " " # " # . . " ) " " # . # # # # # . $ , E " # " . # H $1, " # # =H " 6=H " " =H " $!, # ) " # < $ , . . " " # # 3 $ , . . ) # " ) . " " . $ , . # . " # # " . $1, . . # " " $!, " ) # . % . ( $ +, # . " # " " " " . " . # # " # ) ( $ **!, . # 0 . # " / " # # " . # # 3 $ , , & " / " # $ , , & . " " / " # $1, 4 & # " / " # $!, & " / . " # . + , " . " . # " " # " / # " # . " + , " " " " # . # " / # $% !, @ & $ , / + , # # . # " " ) 0 . . # # " " . 7 " " " " . " . $ , 3 $ , " . # " " / . " . # # " " $ , # . " " # # # # " " . $1, " . " ) . " " " ) . . $!, # . " " / # . " . $=, " " # . " " " . # . " " / " $+, " . # " # # " # " "

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. ! / % 0 4 ) " # 0 " # ) . # " " " . # # ) # " # " / $8 & ( , ) " # " " / . # # . # * " " " " . # # " . . / " $ , " " " # " * # # " " # $ **6, 4 . # 0 ) . # " ) " + + , $% & ' ( ) **+, 4. ( 2 $ , . # 0 # " / . " " # # %. ( " 0 $ !, . # 0 " # # . " ) / # " . " " " # 0 " . . # 0 " " # # . # # " $+ , " # " " " " " # " # . ) E " " " # E# " . " . . . " $ 1, $ +, + " ) E " . # " " . 4 # . " . " . " . # # " # # . # $9 ( F **1, ; $ , . # 0 ) " " / " + " / . " ) . . . " . . " " " # . . " " " . " # # 3

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2 3 B . # " " / " + " # . . 8 " & . # 0 " " " / * " + 2 # # $ , . . # 0 * # " ) / " + " # . . " " " . " # # 3 2 3 * # " " / " + 2 " . 8 " $ , . " " ) " + , ) $ **+, . # 0 ) . # + , " # . . " " " . " # # 3 2₁3 ) # " " / " + , 2 " " # . . 8 " $ , . # 0 " " " / * " + , " # . . " " " . " # # 3 2_!3 * # " " / " + , " # . . 8 " $ , " # " / + " + , 2 " # 0 + " / . " " + , $7 +, " $ , / + , # " " # " . " / . ) " # # " # . . " " " . " # # 3 2₌3 + # " " / " + , " # . 8 " $ , . . # 0 " " ) " + , " # 0 + " / . " " + , $7 +, . " ) / " # # $4. ( 2 , " # . . " " " . " # # 3 2₊3 ) # " " / " + , + + , " " ) + $4 6, " # . . " " " . " # # 3

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2 3 * # " " / " + + " # . 8 " $ , . . # 0 * # " / " + , $<. ( @I =, 2 " # 0 + " / . " " + , $7 +, ) " " # . . 8 " $ , 9 ) " . 5 4 $ +, # . " " & # . 3 $ , ) & $ , * & $1, + $!, + , 4 . " # " " " . E " . # , " J 4 4 J 4 1 J ; " 4 ! J 4 = J 4 4 2 " & . " & # ) # # 3 2 / 3 % / % 0 % ) 4B ! 4B = 4B1 + + 4B! 6 4B= != 4B+ + 4B 4B6 1 * : : = : 1 16 : ! 6 : = & 4 5 6 % ! 5 & 6 4 # 3 2 " 4 44

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2 " & # ) " " . " 0 # . # 0 " . # & # ) = / " " . " ! . # 0 " . # . # " . . = . # # . " . " + + . # 0 " . # # " / / " " . " E 6 != != . # 0 " . # . : " . " # . E " . + 1 E " . . " " " # 0 ) # # " . & # ) . # # 0 " . # " & # # & # " . E " . ) 0 # . # 0 E " . & ) ) & # / " " . " " # # # / " " . . # = 16 . " " # 0 " . # / . ) " & # 0 " . " # 6 # 0 " . # / . ) " 2 / 3 % / % 0 % ;4 6 6 ;4 6 6 ;41 6 = + ;% !! ;% !1 ;%1 + ;%! 6 ;%= + & ' 4 5 6 % ! 5 & 4 # 3 2 " 4 44 $ " ,

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' # + " . " # 0 . " E " . " . # & / " " . " 6 6 . # " . # # . & # + & " " . # . & # + / E " . # 6 6 6 = 7 " " . . # " & # + , / . # " E " . # . # " . & " " # 1 # 0 / " " . " # + " " . / # E # !! !1 . # 0 " . # # . & # + , & # " . " . / # + 6 . # . # ) " " . " 6 # # # + " # 0 " " . # 2 # # 0 0 # " 0 # " . & # ) & # * # 6 # # # # + " . # " # " . " & # + " # # 16 " " # 0 0 # " 4 . " & # + , . " . " " # 6 + # # # + " . # 0 0 # " / 5 & # " $ " 2 / 3 % 0 % ) 6 6 -* = 6 -1 + 1 16 -! + , = 6 + -& ( % 4 & % 4 # 3 2 " 4 44 $ " ,

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. " " " . " . " " 0 # " " ) " . # " " # " . . " " " . 4 $ , " " & " " ) " " " . " # 3 , # " $ , # # / " " # # " . 3 " 0 " " # # " " / " . " # # 3 $ , $ , - $1, 4 " 0 $!, $=, $+, # " " " 0 . # # + =H " $ = , # " 1 =H " $ = , # 0 . " # " # . = # + =H " # 0 = # 1 =H " . " # " # . = # + =H " # 0 = # 1 =H # " " # . 6 =H " $ , # . + H " $= , . # " 1 # . !1 H " $6+ , . # 1 " ! # . =H " $1= , . # ! " = # . = H " $ , . # = " . " # 1 " ! 6+ # !1 H " # # = # = H " 0 " " . # # . = =H $= , " # . ! =H $ !* , " . " " 0 # # = # = =H " " 0 # # !* # ! =H # " " " " . " " 4 # . 1 H + " " 4 # . ! H 6 " " 4 -# . ! H 6! " " " = =H 1 " " 4 # . 1 =H + " " 4 # . = H " " . # " 41 " . " # " 4 - . # 6! # ! H " " . # " 41 # " " # . 6 =H $ , " " # . + H $= , "

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* 6 ! / # " $ %0/ 6 % % 789 = + =H K = 1 =H -L 6 =H E1 = + H 1 1 E! 6+ !1 H ! ! E= 1= =H = M = = H 4 0 = = =H !* ! =H 1 4 + 1 H ! 4 6 ! H = 4 -? 6! ! H + " 1 = =H 4 + 1 =H 6 4 = H 6 =H 0 = + H 1 . 0 ? 4 6+ !1 H ! K 0 1= =H = % . = H # : + 1 6 ! 1 9: ! ! & -/3 %0/ 6 4 # 3 2 " 4 44 0 # . !1 H $6+ , " . 0 4 # . =H $1= , " K 0 # . = H $ , " " 0 . 0 4 K 0 " . " # # . 0 4 " # . 6+ # !1 H " " 0 . 0 4 " K 0 # . # = H

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) " " . E $ " " " . " # 1 =6 . # # ) " . # 0 . ) . & " " . " # *6! . # " " . # " # " . # 1 == . " # 0 # ) " . # 0 . 0 " . . " " . & . " # * + . # " " . # # " " . # 1 ! & # *6 . # # ) " " ) . # 0 # . . ) " " " . " # 1 = & # 6* " # 0 # ) " " ) . # 0 . 0 # # E $ , " " . # 1 = . # # 0 # ) " . # 0 . 0 " . 0 " " . " " . & " # =+ . " # 0 " " . # " # E " . # 1 =* & . " # * 1 " # 0 # ) " . # 0 # " ) " " # " . # 1 !* & # =+ . " " . # # 4 " " . " E $ , . " # 1 = & " " # 0 # ) " . # 0 ) # . " / " 2 " # 4 ) " . # 1 =+ *6+ 4 ) ) # . 1 !1 *!6 1 . . 1 !6 *!+ ! ) " / . 1 ! *6 = 4 ) . " . . " 1 = * & % : %! 0 3 ! 5 & 4 # 3 2 " 4 44 $ " ,

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. " . " # E ) " # . # . . # . . 0 # ) " # " . . ) " # # # . 0 ) " " . 0 " " . # # " ) " . # ) # . ) " # # # # 0 & # " . " " . " # 1 =+ . " # 0 # ) " . # 0 ) . " . # 4 & " " . " # *6+ . # " " " . # # : " . E # 1 !1 & # *!6 " # 0 # ) " ) ) # # " . # 1 !6 & # *!+ " # 0 " ) " . # 0 # . . " # & " . " & # *6 " # 0 " " . # " # . " " " . " # 1 ! " # 0 # ) " . # 0 # ) " / . - " . E # 1 = & * " # 0 # ) " . . " # . " " # " " # 0 ) " " . # ) # # " # E # # ) " / . " . ) # " . . " # E " . " " & # + # 1 +1 " # 0 # ) " . # 0 ) " " # & . " # * " . E . " # 1 + . " # 0 # ) " . # 0 # " " . & . " # " . " & # + # 1 + # # 0 # ) " . . . # # & . " # 6 " " # 0 # ) ) " " " ) " " " # ) . . ) " # " " . " & # + , " " . " # 1 = & # *+= . # # ) " . # # # . " . E # 1 + .

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# # # ) " . # # # & . " # 1 " " . # " # " . " # 0 # ) " . # " # . " # 1 =6 & # . " # 0 " . # # " " . " # 1 =1 & # # ) " . # 0 " # . " . . . " # 1 != & # + " # 0 # ) " . " . 4 ) # # " " # 0 # # . # ) " # # " # ) " # " # # " # 0 " " # / " 2 " # 4 ) . " " 1 +1 * " " . 1 + 1 4 ) . . # 1 + 6 4 # 3 2 " 4 44 $ " , & % ! %! 0 3 ! 5 & / " 2 " # 4 . # # . 1 = *+= 4 . # # " 1 + 1 1 4 . " 1 =6 ! 4 . " . " # 1 =1 = 4 . # " " 1 != + & ' % : %! 0 3 ! 5 & 4 # 3 2 " 4 44 $ " ,

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" # 0 " & # ) " . E # 1 = = . . ) " # . . # . # # ) " # . . # " . . ) " " # " ) " " " # " ) # . ) ) # . & . " # + . . " ) " " " . # # 2 " & # * " E # 1 !66 . # ) " " . # ) . " # # # ) . ) " # . ) # . " . ) " # " # & . " # *++ . . " ) " " " . # # - " " & # + E # 1 + + . . ) # # ) " " ) " " " # . . # " ) # & . " # * . # " ) " " # 0 " . # # 2 " " & # + , $ E , . " # 1 =!+ . # # 0 # # # # . # ) " # # # ) " # # # " # " " # 4 0/ % % # " # . . 8 " $ , " # 0 . " " " " " $ , . # 1+= . # / 5 & 6; < / ) 1 = = + * 1 !66 *++ 1 + 1 + + * ! + , 1 =!+ ! & ( ! " % % ! %! 0 3 4 # 3 2 " 4 44 $ " ,

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# . " " / ) " + 2 " " " " 0 # L = 2 2 . # " " " / ) " + " " # 0 # . . # " # # " # " . / " + $ , . # != . # # . " " / * " + 2 " " " 0 # L = 2 2 . # " " " / * " + " " # 0 " . # ) / " " + $ , . # 6 . # # . " " / ) " + , 2 " " " 0 # L = 2 2₁ . # " " " / ) " + , " " # 0 " # . . # . # # # " # . # # 0 ) # " / " + , $ , . # 6 . # # . " " / * " + , 2 " " . / # . " " # =* M = . # 2 2_! 4 " # 0 " " " / * " + , " " # 0 ) " / . # # " / " + , " # $6, . # !16 . # # . " " / + " + , 2 " " " 0 # L = 2 2₌ . # " " " / + " + , " " # 0 " . # " " # # " . " " / # # # # 0 + # " / " + , $ , . # + . # " " " / ) " + , + 2 " . / # . " " # =6 M = . # 2 2₊ 4 " # 0 " " " / ) " + , + " " " ) " + 1+= " + " + , !16 ) " + , + " ) "

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' + , + . # " ) " + , + # # " ) " + , ) $ , . # * . # # . " " / * " + , + 2 " . / # . " " # 6+ M = . # 2 2 4 " # 0 " " " / * " + , + " " " * " + != " + " + , !16 * " + , 6 . # " * " + , + # # " : " + , ) "& $ % % 2 " " . # . 8 " $ , . . # 0 ) " . # . " + 2 # " . ; $ , . # 0 ) " " / " + " / . " ) . . ! $ % & '() * % "0 0 % 2 ) + 1+= 2 2 * + != 2 21 ) + , 6 2 2! * + , 6 =* 2 2= + + , !16 2 2+ ) + + , + =6 2 2 * + + , * 6+ 2 & * % 4 0/ % % 6 /6 4 # 3 2 " < @4 $ " ,

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. " . . " " <" # . . " . " ) " " # $5 / 1, " # . . 2 ( $ !, # 0 ) . # # + " " . . - ) " + . # " " " & # ) $9 *, ) # " " + . " . " " $< E 0 ( K +, " " " # 0 " # " # ) " # # + " ) " 2 " / " # . . 8 " $ , . # 0 " " " / * " + # # $ , . . # 0 * # " ) / " + 2 " . 8 " $ , . " " ) " + , " " # . % & ' ( ) $ **+, . # 0 ) . # + , " " " # 0 . ) + , # ) " 2 " " # . . 8 " $ , . # 0 " " " / * " + , # " " # # 3 $ , # " / " " 8 " $ , . " " . . <. ( @I $ =, . . # 0 * " ) / ) " + , 2 " " # . . 8 " $ , " # " / + " + , $8 ( 5 *, 2 " # 0 + " / . " " + , $7 +, . " ) / " # # $4. ( 2 , " $ , / + , # " " # " . " / . ) " # # 2 " # 0 " " / ) ) " + , + " # . . 8 " $ , . . # 0 " " ) " + , 2 # " # # $ , " # & # . " " & # ) # ) " + , 2 # " 2 . $ 6, . . 0 # 0 " " . . # . ) . " +

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* # ) + , 2 " # 0 " " . * " + , + " # . . 8 " $ , " # . " " 1* " " " # . " # " # 2 " # <. ( @I $ =, . # 0 * # " ) / ) " + , " ) & * " + + , " . " . ) . 8 " $ , " / ) " + 2 # . . 0 # " . . 0 . . " # . ) " " . . # " " . # # " # " # # # " " " * " + # # 0 " . # # ) " / . " * " " " # # ) " # # " " / ) " + , . 0 # # # . " . 0 " " . # " . # " # . . ) " " # # # # # . # # " # # # " " . * # " " / " + , & 0 " # # 0 " . # . " # 0 # # # " " # + # " " / " + , " # " " " " . . . # " # # " # # " ) # " " / " + , + K " # ) " . # " . " # # " # " " # # " )

(26)

# # " # . * # " " / " + , + K " # ) " # 0 # " . # # . . . # # # # 0 # . . . # # / ) " # " . " # # # # # . " " . " # " " " 3 " # / 0 # " . " # ) ) " " " " # " . # ) . " / . # # " # 0 # * # . # " " ) " " ) . . # # 1 - # " " " " " . . # " " # # " . . " " . # ! " " # # . . . # " " " # 0 # " . # " " " # " # . " . " # # " 3 . " " " # . " " ) * " + + , A E/ . " " + , . . + . + . $ ) ( ***,

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< # 4 D < 4 D A I K < I . < K % ** ; % . . ; " N 4 & ) 3 : " ) / ; " : B . ; 4 / ) % . . / ; 0 . / 4 & ) 7N" : / 4 & ) : . < 2 ; & <) 7 1 # ; " . ) <4 <. 4 @I 5 $ =, O ) / ) ) 3 " # " O : ) ( " 1 = "" !6+E= ! ; 4 ) $ +, P4 & ) " I . .O / 4 & ) + + "" 1* E! 1 $ +, P ; " # 3 0 .C K / C 7 1 ?6 "" * E * < B < $ !, P < / ) / ) # O 7 16 Q "" =1E = 2 $ **6, , O 4 & ) B . $ 4B, : N < : ) / 4 & ) / ) O 7 ) - 6 = "" =! . $ ***, P * + - !+ -" + - , % - 8& / 4 & ) 1 "" ! 0 4 ;% 9 A . **1 P4 # ; " & < & 4 & ) : 3 < ; ) " 9 ) " O 7 = ) # **1 61E** 0 $ =, O : @/ 8 3 5 O * 7 # = = "" !* ; < $ , P // ) / & ) ' . / ) / ) O 7 1+ ?6 "" 6 E 6 ; 9 & 5 $ +, P / ) / ) " ) ) ) " . 3 N" // ) O 7 . 1! "" 16E!+ & 5 $ ,O P9 0 : 7N O ; " 9 " 9 & 0 = ?1 " !1 & 5 ; 9 $ +, P / ) / ) " ) ) ) " . 3 N" // ) O 7 . 1! "" 16E !+ ) < # $ **!, P ; . .3 0 ) ) " / 0 O / <) . / 4) ) "" **E 1

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

& !E+ "" ==!E=1 ) 5 2 5 % & ' $ **+, P 4 & ) B . $ 4B, : N < ) / & ) " / ) O 7 ) - 6 = "" =+E = % K $ **6, PK . ) 0 ) C . ) / / ) & . .O 7 1 "" E *!

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