Anteseden e-customer loyalty

DETAIL KOLEKSI

Anteseden e-customer loyalty

Oleh : Indah Aprilianti

Info Katalog

Nomor Panggil : 022001801068

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2023

Pembimbing 1 : Ganawati

Subyek : Marketing management;Customer loyalty

Kata Kunci : e-customer loyalty, e-customer satisfaction, service quality

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.
1.	2023_TA_SMJ_022001801068_Halaman-Judul.pdf	10
2.	2023_TA_SMJ_022001801068_Lembar-Pengesahan.pdf	18
3.	2023_TA_SMJ_022001801068_Bab-1-Pendahuluan.pdf	9
4.	2023_TA_SMJ_022001801068_Bab-2-Kerangka-Teoritis.pdf	17
5.	2023_TA_SMJ_022001801068_Bab-3-Metode-Penelitian.pdf	17
6.	2023_TA_SMJ_022001801068_Bab-4-Hasil-dan-Pembahasan.pdf	17
7.	2023_TA_SMJ_022001801068_Bab-5-Kesimpulan.pdf	4
8.	2023_TA_SMJ_022001801068_Daftar-Pustaka.pdf	5
9.	2023_TA_SMJ_022001801068_Lampiran.pdf	28

Abstrak
Abstract

P enelitian ini dilakukan dengan tujuan untuk memahami anteseden e-customer loyalty. Pada penelitian ini anteseden e-customer loyalty.dipengaruhi oleh enam faktor, yaitu site organization, responsiveness, reliability, userâ€™s friendliness, personal need, efficiency. Penelitian ini berbasis kuesioner untuk mengumpulkan data dari 208 responden. Dilakukan teknik analisis data yang digunakan adalah menggunakan Structural Equation Model (SEM) pada software SPSS versi 25 dan AMOS versi 22. Kriteria yang digunakan dalam penelitian ialah Responden berusia minimal 17 tahun karena usia tersebut merupakan batas minimal dalam pembukaan rekening BCA, di mana persyaratannya wajib memiliki KTP, Berdomisili di ibu kota provinsi DKI Jakarta dan Telah menggunakan aplikasi BCA Mobile dalam 6 bulan terakhir. Penelitian ini mendapatkan perolehan hasil dari responden dan dapat disimpulkan bahwa terdapat pengaruh positif pada variabel responsiveness, efficiency, userâ€™s friendliness terhadap e-customer satisfaction. Serta terdapat pengaruh positif antara e-customer satisfaction terhadap e-customer loyalty. Sementara variabel site organization, reliability, personal need tidak berpengaruh. Penelitian ini diharapkan menjadi sarana untuk menghasilkan inovasi jangka panjang di bidang perbankan dan mampu meningkatkan pelayanan bank BCA untuk mencapai kepuasan pelanggan

T his research was conducted to understand the antecedents of e-customer loyalty. In this study, the antecedents of e-customer loyalty are influenced by six factors, namely site organization, responsiveness, reliability, user-friendliness, personal need, and efficiency. This research is based on a questionnaire to collect data from 208 respondents. The data analysis technique used the Structural Equation Model (SEM) on SPSS software version 25 and AMOS version 22. The criteria used in the study were that respondents were at least 17 years old because that age is the minimum age for opening a BCA account, where the requirements are mandatory. Has an ID card, is domiciled in the provincial capital DKI Jakarta and has used the BCA Mobile application in the last six months. This study obtained the results from the respondents, and it can be concluded that there is a positive influence on the responsiveness, efficiency, and user-friendliness variables on e-customer satisfaction. And there is a positive influence between e-customer satisfaction on e-customer loyalty. While the variables site organization, reliability, and personal need have no effect. This research is expected to be a vehicle for producing long-term innovations in the banking sector and improving BCA bank services to achieve customer satisfaction