CHAPTER III RESEARCH METHOD
The research design that will be use in this research is causal research, which explains about the causal relationship between research variables, the
purposes to make a decision of relationship methods cause and effect from independent variables to dependent variables. On problem that discussed on
chapter 1 about is there any influence between value, customer satisfaction and customer loyalty in BNI? The answer according Mowen 1995:531 statement that
explains about customer loyalty is having relationship with satisfied or unsatisfied of customer to organization. Because of that research method is needed to answer
those problem formulation based on the hypothesis that already discussed on chapter 2.
B. The Research Scope
The scope of this research is descriptive research and conclusive, where the definitions of descriptive are:
a. To describe the characteristics from the relevant group b. To show the variables that have correlation or relationship
c. To make the specifics prediction And conclusive means these research have a conclusion.
The research is a cause and effect relationship to see the influence between values, customer satisfaction variable, towards customer loyalty in BNI.
B. Sampling Methods
The sample fill the characteristics of population, so that, the answer of questioner from the population is representative the people opinion. These
methods in taking sample using non probability sampling, means the methods taken by subjective and researcher could to choose the respondent.
In this research use the scale that have the purpose to analysis the respondent opinion about the influence between value, satisfaction of customer
and customer loyalty in BNI Jakarta. The customer of BNI is the object of this research. The respondent will be asking to answer the questioner to participate in
giving the assessment of services in BNI.
C. Population and Research Sample
1. Research Population Research population in this case is the customer of BNI. Due to a lot of
number of population customer at BNI, so the representative sample collection is needed to give a correct picture of the population.
2. Research Sample The size of variable is determined by:
a. The sizes of total sample minimum are 50 respondents. Actually before the researcher was using 100 respondents with 15 of questions,
but the result was not valid then, the researcher was tried to use 50
respondents with 31 of questions and the outcome is valid, so the researcher could continue the research.
b. The research held in BNI, kantor besar, Sudirman, Jakarta. c. The respondent chooser by this research, following the order; active
customer, means come to BNI minimum once a month, have fix income, the respondent is chooser with simple random sampling
methods.
D. Data Collection Methods
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