Influence On Customer Value Through Quality Of Service, Company Image And Product Quality Which Impact On Customer Engagement In Pt Bank Pembangunan Java Timur Tbk Surabaya Region

Aji, Bondan Seno (2021) Influence On Customer Value Through Quality Of Service, Company Image And Product Quality Which Impact On Customer Engagement In Pt Bank Pembangunan Java Timur Tbk Surabaya Region. Doctoral thesis, Universitas 17 Agustus 1945 Surabaya.

	Text ABSTRAK.pdf Download (2MB)
	Text BAB 1.pdf Download (315kB)
	Text BAB 2.pdf Download (612kB)
	Text BAB 3.pdf Download (186kB)
	Text BAB 4.pdf Download (313kB)
	Text BAB 5.pdf Download (829kB)
	Text BAB 6.pdf Restricted to Repository staff only Download (236kB) | Request a copy
	Text BAB 7.pdf Download (43kB)
	Text LAMPIRAN.pdf Restricted to Repository staff only Download (67kB) | Request a copy
	Text JURNAL PUBLISHED.pdf Restricted to Registered users only Download (503kB) | Request a copy
	Text JURNAL TURNITIN.pdf Restricted to Registered users only Download (2MB) | Request a copy

Abstract

This study aims to determine the effect of customer relationship learning on customer value through quality of service, corporate image and product quality which impact on customer engagement At PT East Java Regional Development Bank Tbk Surabaya Region. The population of the study was 1,329 customers of the Bank Jatim savings in Surabaya. Using the Slovin formula with a tolerance of 5%, the number of samples was 307 respondents. The theoretical basis used is the marketing strategy as a grand theory, and customer relationship learning, service quality, corporate image, product quality, customer value, and customer engagement as the apply theory. Test the model with Generalized Least Square Estimation (GLS), structural equation model analysis (SEM). The test results show that the model (fit) can be seen from the values of GFI, AGFI, TLI, CFI, RMSEA and CMIN / DF, each of which is 0.918, 0.904, 0.952, 0.956, 0.079 and 1.029 all within the expected value range so that the model can be accepted. The results showed that: 1). Customer relationship learning has an effect on service quality, corporate image, and not significantly on bank product quality. 2). Service quality, corporate image, and product quality affect the customer value of bank customers. 3). Customer value affects the customer engagement of bank customers. 4). Service quality, corporate image, and product quality become intervening variables on customer value which impact on increasing customer engagement In PT East Java Regional Development Bank Tbk Surabaya Region It is necessary to review the customer relationship learning strategy that has been carried out, given the minimal impact of customer relationship learning on the quality of East Java Regional Development Bank products, which will certainly have an impact on the decline in customer value, and the involvement of East Java Regional Development Bank customers in the Surabaya region. This can be done by committing to improving product quality, for example by increasing multifunctional savings, so that it can be used as needed, also profitable because the savings products of jatim banks can be used as investments in the future. It is recommended to other researchers to further examine the factors that influence customer value, and customer involvement, especially in the banking sector. Given the many factors that influence customer involvement, which are not only related to the variables in this study.

Actions (login required)

View Item