Pengaruh Kualitas Layanan E-Banking, Manajemen Hubungan Pelanggan, dan Kualitas Pengalaman terhadap Kepercayaan, Kepuasan, dan Loyalitas Pelanggan pada Bank Pembangunan Daerah Jawa Timur, Tbk

Mirda, Rizyana (2020) Pengaruh Kualitas Layanan E-Banking, Manajemen Hubungan Pelanggan, dan Kualitas Pengalaman terhadap Kepercayaan, Kepuasan, dan Loyalitas Pelanggan pada Bank Pembangunan Daerah Jawa Timur, Tbk. Doctoral thesis, Universitas 17 Agustus 1945 Surabaya.

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Official URL: http://repository.untag-sby.ac.id

Abstract

The purpose of the study was to analyze effect of e-BSQ, e-CRM, and experiential quality on customer trust, customer satisfaction, and customer loyalty in Bank Jatim. The study design uses explanatory research. The research sample was Bank Jatim customers in the City of East Java who use mobile banking, and a sample of 380 employees was obtained. Data analysis techniques using Structural Equation Modeling (SEM). The results show e-BSQ has a significant effect on customer trust and customer satisfaction. e-CRM has a significant effect on customer trust, while the effect on customer satisfaction is known to be not significant. Experiential quality has a significant effect on customer satisfaction, while the effect on customer trust is known to be not significant. Customer trust has a significant effect on customer satisfaction and customer loyalty. Finally, customer satisfaction has a significant effect on customer loyalty. Keywords: e-BSQ, e-CRM, experiential quality, customer trust, customer satisfaction, customer loyalty, mobile banking.

Item Type: Thesis (Doctoral)
Uncontrolled Keywords: E-Bsq, E-Crm, Experiential Quality, Customer Trust, Customer Satisfaction, Customer Loyalty, Mobile Banking.
Subjects: A General Works > AI Indexes (General)
H Social Sciences > H Social Sciences (General)
H Social Sciences > HN Social history and conditions. Social problems. Social reform
Divisions: Fakultas Ekonomi dan Bisnis > Doktor Ilmu Ekonomi
Depositing User: 1271700036 rizyana mirda
Date Deposited: 20 Sep 2022 07:50
Last Modified: 21 Sep 2022 02:07
URI: http://repository.untag-sby.ac.id/id/eprint/20091

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