PENGARUH PERCEIVED VALUE, TRUST, DAN CUSTOMER SATISFACTION TERHADAP CUSTOMER LOYALTY PENGGUNA APLIKASI M-BANKING BCA DI JAKARTA BARAT

STEFANIE, CLARISA (2021) PENGARUH PERCEIVED VALUE, TRUST, DAN CUSTOMER SATISFACTION TERHADAP CUSTOMER LOYALTY PENGGUNA APLIKASI M-BANKING BCA DI JAKARTA BARAT. Skripsi thesis, Universitas Tarumanagara.

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Abstract

This study examines the effect of perceived value, trust, and customer satisfaction on customer loyalty to BCA m-banking users in West Jakarta. The population of this research is all BCA m-banking users in Jakarta. The sample in this study was 100 respondents who used the BCA m-banking application located in West Jakarta. The sampling technique used was convenience sampling, while nonprobability sampling was used for sample selection by distributing online questionnaires through a google form which was then processed using the Smart PLS assistance program. The results showed that perceived value, trust, and customer satisfaction had a positive relationship with customer loyalty. Therefore, it is a must for BCA to give serious attention to these variables to improve its customers’ loyalty in using BCA m-banking. Perceived Value, Trust, Customer Satisfaction, Customer Loyalty Penelitian ini bertujuan untuk menguji pengaruh perceived value, trust, dan customer satisfaction terhadap customer loyalty pengguna m-banking BCA di Jakarta Barat. Populasi dari penelitian ini adalah seluruh pengguna m-banking BCA di Jakarta. Sampel pada penelitian ini adalah 100 responden yang menggunakan aplikasi mbanking BCA berlokasi di Jakarta Barat. Teknik pengambilan sampel yang digunakan adalah convenience sampling sedangkan untuk pemilihan sampel menggunakan non-probability sampling dengan menyebarkan kuesioner secara online via google form yang kemudian diolah menggunakan bantuan program Smart PLS. Hasil penelitian menunjukkan bahwa perceived value, trust, dan customer satisfaction memiliki hubungan positif dengan customer loyalty. Oleh karena itu, BCA harus memperhatikan variabel-variabel ini untuk meningkatkan customer loyalty dalam penggunaan m-banking BCA. Perceived Value, Trust, Customer Satisfaction, Customer Loyalty

Item Type:	Thesis (Skripsi)
Subjects:	Skripsi/Tugas Akhir Skripsi/Tugas Akhir > Fakultas Ekonomi
Divisions:	Fakultas Ekonomi > Manajemen
Depositing User:	FE Perpus
Date Deposited:	13 Jun 2022 08:14
Last Modified:	24 Jul 2023 08:52
URI:	http://repository.untar.ac.id/id/eprint/36029

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