Anteseden customer loyalty pada pengguna aIc hatbot di aplikasi perbankan

DETAIL KOLEKSI

Anteseden customer loyalty pada pengguna aIc hatbot di aplikasi perbankan

Oleh : Abidzar Pahlevi Alghiffari

Info Katalog

Nomor Panggil : 022001901021

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2023

Pembimbing 1 : Ina Octaviana Matusin

Subyek : Marketing -- Management;Customer loyalty

Kata Kunci : service quality, perceived value, cognitive trust, affective trust, satisfaction, customer loyalty

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.
1.	2023_TA_SMJ_022001901021_Halaman-Judul.pdf	12
2.	2023_TA_SMJ_022001901021_Lembar-Pengesahan.pdf	6
3.	2023_TA_SMJ_022001901021_Bab-1_Pendahuluan.pdf	8
4.	2023_TA_SMJ_022001901021_Bab-2_Tinjauan-Pustaka.pdf	25
5.	2023_TA_SMJ_022001901021_Bab-3_Metode-Penelitian.pdf	16
6.	2023_TA_SMJ_022001901021_Bab-4_Hasil-dan-Pembahasan.pdf	18
7.	2023_TA_SMJ_022001901021_Bab-5_Simpulan-dan-Saran.pdf	5
8.	2023_TA_SMJ_022001901021_Daftar-Pustaka.pdf	5
9.	2023_TA_SMJ_022001901021_Lampiran.pdf	20

Abstrak
Abstract

P enelitian ini bertujuan untuk mencari tahu, menguji dan menganalisis factor-faktor yang mempengaruhi customer loyalty pada pengguna AI chatbot diaplikasi perbankan. Sampel yang digunakan sebanyak 265 responden. Teknik pengambilan sampel yang digunakan yaitu purposive sampling dan metode analisa yang digunakan yaitu SEM. Variabel independen dalam penelitian ini adalah AI chatbot service quality, cognitive trust, affective trust, dan satisfaction. Sementara untuk variabel dependennya adalah customer loyalty. Hasil penelitian menunjukkan bahwa terdapat pengaruh positif AI chatbot service quality terhadap perceived value, terdapat pengaruh positif AI chatbot service quality terhadap cognitive trust, terdapat pengaruh positif AI chatbot service quality terhadap affective trust, terdapat pengaruh positif AI chatbot service quality terhadap satisfaction, terdapat pengaruh positif customer loyalty terhadap perceived value, terdapat pengaruh positif customer loyalty terhadap perceived value, terdapat pengaruh positif customer loyalty terhadap cognitive trust, terdapat pengaruh positif customer loyalty terhadap affective trust, dan terdapat pengaruh positif customer loyalty terhadap satisfaction.

T his study aims to find out, test and analyze factors affecting customer loyalty on AI chatbot users in banking application. The sample used was 265 respondents. The sampling technique used was purposive sampling and the analysis method used was Structural Equation Modeling (SEM). Independent variables in this study are AI chatbot service quality, cognitive trust, affective trust, and satisfaction. Meanwhile the dependent variable customer loyalty. The results showed that there was a positive influence of AI chatbot service quality on perceived value, cognitive trust, affective trust, and satisfaction. And there are positive effects of perceived value, cognitive trust, affective trust, and satisfaction on customer loyalty.