Anteseden customer loyalty pada omnichannel perbankan

DETAIL KOLEKSI

Anteseden customer loyalty pada omnichannel perbankan

Oleh : Anjas Antawidhi wardana

Info Katalog

Nomor Panggil : 022001908004

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2022

Pembimbing 1 : Ayu Eka Sari

Subyek : Banks and Banking - Management;Customer satisfaction - Marketing

Kata Kunci : omni-channel perceived value, omni-channel integration quality, customer satisfaction.

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.
1.	2022_TA_SMJ_022001908004_Halaman-Judul.pdf	12
2.	2022_TA_SMJ_022001908004_Lembar-Pengesahan.pdf
3.	2022_TA_SMJ_022001908004_Bab-1_Pendahuluan.pdf	7
4.	2022_TA_SMJ_022001908004_Bab-2_Landasan-teori.pdf
5.	2022_TA_SMJ_022001908004_Bab-3_Metode-Penelitian.pdf
6.	2022_TA_SMJ_022001908004_Bab-4_Pembahasan-Hasil-Penelitian.pdf
7.	2022_TA_SMJ_022001908004_Bab-5_Kesimpulan.pdf
8.	2022_TA_SMJ_022001908004_Daftar-Pustaka.pdf
9.	2022_TA_SMJ_022001908004_Lampiran.pdf

Abstrak
Abstract

P enelitian ini bertujuan untuk menganalisis pengaruh Omni-channel Perceived Value, Omni-channel Integration Quality, Customer Satisfaction, terhadap Customer Loyalty pada Omnichannel perbankan. Data diperoleh dengan cara menyebarkan kuesioner kepada 200 responden yang menggunakan fasilitas saluran yang disediakan oleh bank. Dalam penelitian ini metode pengambilan sample menggunakan non-probability sampling, menggunakan teknik purposive sampling sebagai metode pegambilan sampel. Alat analisis yang digunakan adalah structural equation modeling (SEM). Hasil penelitian ini menunjukkan bahwa Omni-Channel Integration Quality berpengaruh positif terhadap Omni-Channel Perceived Value. Omni-Channel Integration Quality berpengaruh positif terhadap Customer Satisfaction. Omni-Channel Perceived Value berpengaruh positif terhadap Customer Satisfaction. Omni-Channel Integration Quality berpengaruh positif terhadap Customer Loyalty. Omni-Channel Perceived Value berpengaruh positif terhadap Customer Loyalty. Customer Satisfaction berpengaruh positif terhadap Customer Loyalty.

T his study aims to analyze the effect of Omni-channel Perceived Value, Omni-channel Integration Quality, Customer Satisfaction, on Customer Loyalty in Omnichannel banking. Data was obtained by distributing questionnaires to 200 respondents using the channel facilities provided by the bank. In this study, the sampling method used non-probability sampling, using purposive sampling technique as the sampling method. The analytical tool used is structural equation modeling (SEM). The results of this study indicate that the Quality of Omni-Channel Integration has a positive effect on Omni-Channel Perceived Value. The Quality of Omni-Channel Integration has a positive effect on Customer Satisfaction. Omni-Channel Perceived Value has a positive effect on customer satisfaction. The Quality of Omni-Channel Integration has a positive effect on Customer Loyalty. Omni-Channel Perceived Value has a positive effect on Customer Loyalty. Customer Satisfaction has a positive effect on Customer Loyalty.