Santoso, Gabriella (2023) PENGARUH RELIABILITY, PRIVACY AND SECURITY, DAN PERCEIVED VALUE TERHADAP CUSTOMER LOYALTY BCA MOBILE DI JAKARTA DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIASI. Skripsi thesis, Universitas Tarumanagara.
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Abstract
ABSTRACT TARUMANAGARA UNIVERSITY FACULTY OF ECONOMICS AND BUSINESS JAKARTA (A) GABRIELLA SANTOSO (115200069) (B) THE INFLUENCE OF RELIABILITY, PRIVACY AND SECURITY, AND PERCEIVED VALUE ON CUSTOMER LOYALTY BCA MOBILE IN JAKARTA WITH CUSTOMER SATISFACTION AS A MEDIATION VARIABLE (C) XVIII + 141 pages, 33 tables, 15 pictures, 6 attachments (D) MARKETING MANAGEMENT (E) Abstract: The purpose of this study is to empirically examine the influence of reliability, privacy and security, and perceived value on BCA mobile customer loyalty in Jakarta with customer satisfaction as a mediating variable. The population in this research is BCA customers that have made transactions using BCA mobile services who are domiciled in Jakarta, with using the sample of 321 respondents by distributing online questionnaires via Google form and selected using non-probability sampling technique with purposive sampling method. The data is processed using PLS-SEM method with SmartPLS 4 software. The results of this study indicate that reliability, privacy and security, and perceived value have a positive and significant influence on customer satisfaction and customer loyalty. Furthermore, customer satisfaction has a positive and significant influence on customer loyalty. Likewise, reliability, privacy and security, and perceived value have a positive and significant influence on customer loyalty that mediated by customer satisfaction. (F) Keywords: Reliability, Privacy and Security, Perceived Value, Customer Satisfaction, Customer Loyalty (G) References: 85 (1980–2023) (H) Tommy Setiawan Ruslim, S.E., M.M. ABSTRAK UNIVERSITAS TARUMANAGARA FAKULTAS EKONOMI DAN BISNIS JAKARTA (A) GABRIELLA SANTOSO (115200069) (B) PENGARUH RELIABILITY, PRIVACY AND SECURITY, DAN PERCEIVED VALUE TERHADAP CUSTOMER LOYALTY BCA MOBILE DI JAKARTA DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIASI (C) XVIII + 141 halaman, 33 tabel, 15 gambar, 6 lampiran (D) MANAJEMEN PEMASARAN (E) Abstrak: Tujuan dari penelitian ini adalah untuk menguji secara empiris pengaruh reliability, privacy and security, dan perceived value terhadap customer loyalty BCA mobile di Jakarta dengan customer satisfaction sebagai variabel mediasi. Populasi pada penelitian ini adalah nasabah BCA yang sudah pernah bertransaksi menggunakan layanan BCA mobile yang berdomisi di Jakarta, dengan menggunakan sampel sebanyak 321 responden yang diperoleh melalui penyebaran kuesioner secara online dalam bentuk Google form dan dipilih menggunakan teknik non probability sampling dengan metode purposive sampling. Data diolah menggunakan metode PLS-SEM dengan software SmartPLS 4. Hasil penelitian menunjukkan bahwa reliability, privacy and security, dan perceived value memiliki pengaruh positif dan signifikan terhadap customer satisfaction dan customer loyalty. Selain itu, customer satisfaction memiliki pengaruh positif dan signifikan terhadap customer loyalty. Demikian pula reliability, privacy and security, dan perceived value memiliki pengaruh positif dan signifikan terhadap customer loyalty yang dimediasi oleh customer satisfaction. (F) Kata kunci: Reliability, Privacy and Security, Perceived Value, Customer Satisfaction, Customer Loyalty (G) Daftar Pustaka: 85 (1980–2023) (H) Tommy Setiawan Ruslim, 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: | 15 Aug 2024 06:33 |
| Last Modified: | 15 Aug 2024 06:33 |
| URI: | http://repository.untar.ac.id/id/eprint/43873 |
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