Pengaruh Merek Perusahaan, Islamic Corporate Social Responsibility (ICSR), Program Etik, Terhadap Loyalitas Nasabah Melalui Reputasi Perusahaan Dan Pengalaman Nasabah (Studi Pada Nasabah Bank Syariah Indonesia Di Jawa Timur). (The Effect of Company Brand, Islamic Corporate Social Responsibility (ICSR), Ethics Program, on Customer Loyalty Through Corporate Reputation and Customer Experience (Study on Indonesian Sharia Bank Customers in East Java)).

Lesmana, Ceta Indra (2022) Pengaruh Merek Perusahaan, Islamic Corporate Social Responsibility (ICSR), Program Etik, Terhadap Loyalitas Nasabah Melalui Reputasi Perusahaan Dan Pengalaman Nasabah (Studi Pada Nasabah Bank Syariah Indonesia Di Jawa Timur). (The Effect of Company Brand, Islamic Corporate Social Responsibility (ICSR), Ethics Program, on Customer Loyalty Through Corporate Reputation and Customer Experience (Study on Indonesian Sharia Bank Customers in East Java)). Doctoral thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

This study was structured as an attempt to test several concepts regarding the variables that affect customer loyalty. According to the description in chapter I which states that there is a research problem that was developed as a problem in the research being studied to solve, namely: "there are differences in results and theories from research related to Customer Loyalty". Significant support is obtained in testing hypotheses 1 to 17 which strengthens the concept brand, Islamic Corporate Social Responsibility, Company reputation, Customer Experience and Customer Loyalty. The sample was taken as many as 144 respondents using purposive sampling. Data was collected using a survey method through questionnaires filled out by customers. Then the data obtained were analyzed using SEM AMOS version 26. Hypothesis testing in this study resulted in the company's brand having an insignificant effect on company reputation, company branding having a significant negative effect on customer experience, the company having a significant negative effect on customer loyalty, ICSR having an insignificant effect on reputation Company, ICSR Has No Significant Influence on Customer Experience, ICSR Has Significant Influence on Customer Loyalty, Ethics Program Has Significant Influence on Company Reputation, Ethics Program Has Significant Influence on Customer Experience, Ethics Program Has No Significant Influence on Customer Loyalty, Company Reputation has a Significant Effect on Loyalty. , Customer experience has a significant negative effect on customer loyalty, the company's brand has a significant effect on customer loyalty through the company's reputation at an Indonesian sharia bank in East Java, the company's brand has an insignificant effect on customer loyalty through customer experience at an Indonesian sharia bank in East Java, Islamic corporate social responsibility has no significant effect on customer loyalty through company reputation at Indonesian Islamic banks in East Java, Islamic corporate social responsibility has a significant negative effect on customer loyalty through customer experience at Indonesian Islamic banks in East Java, Programs have no significant effect on customer loyalty through corporate reputation at Indonesian Islamic banks in East Java, 17. The program has no significant negative effect on customer loyalty through customer experience at Indonesian Islamic banks in East Java.

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