Anteseden customer citizenship behaviour pada nasabah perusahaan perbankan
Info Katalog
File Repositori
Nomor Panggil : 022002116502
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2024
Pembimbing 1 : Willy Arafah
Subyek : Customer relations
Kata Kunci : customer engagement; customer citizenship behavior; corporate social responsibility.
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
|---|---|---|---|
| 1. | 2024_TA_SMJ_022002116502_Halaman-Judul.pdf | 10 | |
| 2. | 2024_TA_SMJ_022002116502_Lembar-Pengesahan.pdf | 6 | |
| 3. | 2024_TA_SMJ_022002116502_Bab-1-Pendahuluan.pdf | 12 | |
| 4. | 2024_TA_SMJ_022002116502_Bab-2-Tinjauan-Pustaka.pdf | 11 |
|
| 5. | 2024_TA_SMJ_022002116502_Bab-3-Metode-Penelitian.pdf | 19 |
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| 6. | 2024_TA_SMJ_022002116502_Bab-4-Hasil-dan-Pembahasan.pdf | 15 |
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| 7. | 2024_TA_SMJ_022002116502_Bab-5-Kesimpulan.pdf | 4 | |
| 8. | 2024_TA_SMJ_022002116502_Daftar-Pustaka.pdf | 5 | |
| 9. | 2024_TA_SMJ_022002116502_Lampiran.pdf | 16 |
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P enellitian ini dilakukan bertujuan untuk menganalisa pengaruh Corporate Social Respinsibility terhadap Customer Citizenship Behaviour yang dimediasi oleh Customer Engagement . Teknik pengambilan sampel yang digunakan dalam penelitian ini adalah Teknik “purposive sampling†dengan kriteria responden individu yang merupakan nasabah Perusahaan perbankan yang telah melakukan praktik Corporate Social Responsibility. Penelitian ini menggunakan data primer yang diperoleh melalui penyebaran Kuesioner pada 185 responden. Data dianlaisis menggunakan SEM yang dijalankan oleh program AMOS. Hasil dari penelitian ini adalah : (1) Corporate Social Responsibility tidak memiliki pengaruh terhadap Customer Citizenship Behaviour, (2) Customer Engagement berpengaruh positif dan signigfikan terhadap Customer Citizenship Behaviour, (3) Corporate Social Responsibility berpengaruh positif dan signigfikan terhadap Customer Engagement, (4) Customer Enggagment mampu memediasi hubungan antara Corporate Social Responsibility dan Customer Citizenship Behaviour.
T he purpose of this research is to analyze the effect of Corporate Social Responsibility on Customer Citizenship Behavior mediated by Customer Engagement. The sampling technique used in this study was purposive sampling with criteria for individual respondents who are customers of a banking company that has practiced Corporate Social Responsibility. This research utilized primary data obtained through the distribution of questionnaires to 185 respondents. The data were analyzed using Structural Equation Modeling (SEM) run by the AMOS program. The results of this study are as follows: (1) Corporate Social Responsibility does not have a significant influence on Customer Citizenship Behavior, (2) Customer Engagement has a positive and significant effect on Customer Citizenship Behavior, (3) Corporate Social Responsibility has a positive and significant effect on Customer Engagement, (4) Customer Engagement is able to mediate the relationship between Corporate Social Responsibility and Customer Citizenship Behavior.
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