PENGARUH CUSTOMER EXPERIENCE, CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY TERHADAP FINANCIAL PERFORMANCE PADA LAYANAN BANK DIGITAL DARI SUDUT PANDANG KONSUMEN

SADHEWA, CLAUDIUS BARLY (2021) PENGARUH CUSTOMER EXPERIENCE, CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY TERHADAP FINANCIAL PERFORMANCE PADA LAYANAN BANK DIGITAL DARI SUDUT PANDANG KONSUMEN. Masters thesis, Universitas Tarumanagara.

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Abstract

This study aims to find out that Financial performance in a company that provides Digital Bank services can be influenced by consumer perceptions represented through the variables of Customer Experience, Customer satisfaction and Customer loyalty. The data in this study were collected using a survey aimed at users of Digital Bank services which was then tested statistically by analysis of the Outer Model (and the Inner Model using Partial Least Square (PLS). Unlike other studies, this study used NPS (Net Promoter Score). ) as an indicator of Financial performance, the dependent variable, and Customer Experience, Customer satisfaction and Customer loyalty as independent variables. From the results of the analysis it was found that Customer satisfaction and Customer loyalty had a significant impact on Financial performance, while Customer Experience had no significant effect. for Financial performance Some of the findings in this study can be useful for Digital Bank service providers and Digital Bank Marketing to be able to consider the characteristics of consumers in providing Digital Bank services. Keywords: Digital Bank, NPS, Customer satisfaction, Customer loyalty, Financial performance

Item Type: Thesis (Masters)
Additional Information: Pembimbing: Dr. Agus Zainul Arifin, MM
Uncontrolled Keywords: Digital Bank, NPS, Customer satisfaction, Customer loyalty, Financial performance
Subjects: Tesis
Tesis > Pascasarjana
Divisions: Pascasarjana
Depositing User: Pasca Perpus
Date Deposited: 06 Dec 2022 06:32
Last Modified: 12 Dec 2022 05:20
URI: http://repository.untar.ac.id/id/eprint/37830

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