Ritchie, Ritchie (2023) PENGARUH KEPUASAN NASABAH DAN KEPERCAYAAN NASABAH TERHADAP LOYALITAS NASABAH PADA BANK DANAMON DI JAKARTA. Skripsi thesis, Universitas Tarumanagara.
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Abstract
ABSTRACT UNIVERSITAS TARUMANAGARA FACULTY OF ECONOMICS AND BUSINESS JAKARTA (A) RITCHIE 115200104 (B) THE INFLUENCE OF CUSTOMER SATISFACTION AND CUSTOMER TRUST ON CUSTOMER LOYALTY AT BANK DANAMON IN JAKARTA (C) XVI + 78 Pages, 12 Tables, 6 Pictures, 11 Attachments (D) MARKETING MANAGEMENT (E) Abstract: Intense competition between banks encourages Bank Danamon shareholders to look for ways to ensure market sustainability and gain a competitive advantage even among the competition. Thus, the focus on customer loyalty has increased more than ever which has attracted the attention of researchers in the journey to identify the antecedents of customer loyalty. In this case, the relationship between customer satisfaction and customer trust towards customer loyalty has been established by Bank Danamon in Jakarta. These findings indicate a significant positive correlation between customer trust and loyalty; customer satisfaction and loyalty; and customer satisfaction and trust. Customer satisfaction has been identified as an important influence on customer loyalty. Furthermore, customer trust is influenced by customer satisfaction, which proves that customer satisfaction is an antecedent of customer trust. Additionally, an indirect relationship between customer satisfaction and loyalty through customer trust was observed. Future research can try to include new variables that have the potential to influence customer loyalty variables. (F) Keywords: Trust, Satisfication, Loyalty (G) References : 1992-2023 (H) Louis Utama, S.E., M.M. ABSTRAK UNIVERSITAS TARUMANAGARA FAKULTAS EKONOMI DAN BISNIS JAKARTA (A) RITCHIE 115200104 (B) PENGARUH KEPUASAN NASABAH DAN KEPERCAYAAN NASABAH TERHADAP LOYALITAS NASABAH PADA BANK DANAMON DI JAKARTA (C) XVI + 78. Halaman, 12 Tabel, 6 Gambar, 11 Lampiran (D) MANAJEMEN PEMASARAN (E) Abstrak: Persaingan yang ketat antar bank mendorong pemegang saham Bank Danamon untuk mencari cara untuk menjamin keberlanjutan pasar dan mendapatkan keunggulan kompetitif bahkan di antara persaingan. Dengan demikian, fokus terhadap loyalitas pelanggan telah meningkat lebih dari sebelumnya yang menarik perhatian para peneliti dalam perjalanan untuk mengidentifikasi anteseden loyalitas nasabah. Dalam hal ini, hubungan antara kepuasan nasabah dan kepercayaan nasabah terhadap loyalitas nasabah telah Bank Danamon di Jakarta. Temuan ini menunjukkan adanya korelasi positif yang signifikan antara kepercayaan dan loyalitas nasabah; kepuasan dan loyalitas nasabah; dan kepuasan serta kepercayaan nasabah. Kepuasan nasabah telah diidentifikasi sebagai pengaruh penting terhadap loyalitas nasabah. Lebih jauh, kepercayaan nasabah dipengaruhi oleh kepuasan nasabah yang membuktikan bahwa kepuasan nasabah merupakan anteseden dari kepercayaan pelanggan. Selain itu, hubungan tidak langsung antara kepuasan nasabah dan loyalitas melalui kepercayaan nasabah diamati. (F) Kata Kunci: Kepercayaan, Kepuasan, Loyalitas (G) Daftar Acuan : 1992-2023 (H) Louis Utama, S.E., M.M.
| Item Type: | Thesis (Skripsi) |
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| Subjects: | Skripsi/Tugas Akhir Skripsi/Tugas Akhir > Fakultas Ekonomi |
| Divisions: | Fakultas Ekonomi > Manajemen |
| Depositing User: | FE Perpus |
| Date Deposited: | 02 Sep 2024 02:49 |
| Last Modified: | 02 Sep 2024 02:49 |
| URI: | http://repository.untar.ac.id/id/eprint/44066 |
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