Pengaruh Relationship Marketing dan Self Service Technology terhadap Kepuasan, Loyalitas dan Retensi Nasabah PT.Bank Pembangunan Daerah Jawa Timur Tbk. (The Influence of Relationship Marketing and Self Service Technology on Customer Satisfaction, Loyalty and Retention of PT. Bank Pembangunan Daerah Jawa Timur Tbk.)

Widyanayati, Widyanayati (2020) Pengaruh Relationship Marketing dan Self Service Technology terhadap Kepuasan, Loyalitas dan Retensi Nasabah PT.Bank Pembangunan Daerah Jawa Timur Tbk. (The Influence of Relationship Marketing and Self Service Technology on Customer Satisfaction, Loyalty and Retention of PT. Bank Pembangunan Daerah Jawa Timur Tbk.). Doctoral thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

This study took Bank Jatim in Indonesia as the study object which emphasize on the mobile banking by analyzing online marketing variable such as Relationship Marketing, Self-Service Technology, Customer Satisfaction, Loyalty, and Customer Retention. This study used Partial Least Square (PLS) analysis method with explanatory research type. This study used primary data obtained through survey by using questionnaire. The population was the mobile banking user of Bank Jatim at the Main Branch Offie Surabaya, Branch Office Malang, Branch Office Kediri, and Branch Office Jember. The 395 customer became the samle which was obtained through proportional random sampling. Based on the analysis, this sudy concluded that Relationship Marketing has a significant positive influence on customer satisfaction, loyalty, and retention; and Self-Service Technology has a significant positive influence on customer satisfaction, loyalty, and retention. The novelty of this study contributes to the mobile banking knowledge development by proving that Relationship Marketing has a significant positive influence on customer retention; and self-service technology has a significant positive influence on customer retention. Keywords: Bank Jatim, Relationship Marketing, Self-Service Technology, Customer Satisfaction, Loyalty, and Customer Retention

Item Type: Thesis (Doctoral)
Uncontrolled Keywords: Bank Jatim, Relationship Marketing, Self-Service Technology, Customer Satisfaction, Loyalty, and Customer Retention
Subjects: A General Works > AI Indexes (General)
H Social Sciences > H Social Sciences (General)
Divisions: Fakultas Ekonomi dan Bisnis > Doktor Ilmu Ekonomi
Depositing User: 1271700030 Widyanayati Widyanayati
Date Deposited: 20 Sep 2022 07:48
Last Modified: 21 Sep 2022 02:26
URI: http://repository.untag-sby.ac.id/id/eprint/20092

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