THE EFFECT OF CUSTOMER EXPERIENCE, TRUST AND SATISFACTION ON CUSTOMER LOYALTY: EMPIRICAL STUDY ON BCA MOBILE BANKING USERS
DOI:
https://doi.org/10.56127/ijme.v1i2.223Keywords:
Customer Experience, Customer Trust, The Customer, and Customer Loyalty.Abstract
The purpose of this study is to explain and analyze the effect of Customer Experience, Customer Trust and Customer Loyalty on BCA Mobile banking customers. The research methodology used is a quantitative approach. I used Mobile Banking BCA users for the sample as many as 100 respondents. The data collection instrument used primary data obtained by using a questionnaire. The analytical data in this study are using Validity Test, Reliability Test, Normality Test, Heteroscedasticity Test, Linearity Test, Multicollinearity Test, Multiple Linear Regression Test, T Test, Coefficient of Determination Test (R2), F Test with the help of SPSS version 24. The results of this study indicated that partially and simultaneously Experience, Trust and Customers have a significant and joint effect on BCA Mobile Banking Customer Loyalty. However, Customer Experience has an influence on Customer Loyalty but they has a negative direction too, while the one with the strongest influence is a customer with a high bheta (0.675).
References
Anwar Sanusi. 2011.Metode Penelitian Bisnis. Jakarta:Salemba Empat
Galih Yudha Saputra dan Hario Jati Setyadi (2020). Pengaruh E-Service Quality terhadap Customer Satisfaction, Trust, customer Loyalty dna Brand Equity Pengguna Mobile Banking. Vol.15 No.2
Ghozali, Imam. 2013. Aplikasi Analisis Multivariate dengan Progam IBM SPSS 21 Update PLS Regresi. Semarang: Badan Penerbit Universitas Diponegoro.
Gin Yuan Lee (2012). Service Quality, Customer Satisfaction, Customer Trust, and Loyalty in an E-Banking context. Social Behavior and Personality, 2012, 40(8), 1271-1284.
Humaira Qur’ani dan Marheni Eka Saputri (2018). Pengaruh Brand Trust dan Customer Satisfaction produk Go-Mobile terhadap Loyalty pada bank CIMB NIAGA TBK.Jurnal manajemen dan bisnis Vol. 2 No.2
International Journal Of Market Research, Vol 45 No1, pp. 27
Miftahul Huda. (2020) Pengaruh Customer Intimacy, Customer Experience, Costumer Satisfaction dan Customer Bonding terhadap Loyalitas pelanggan pada bank BRI syariah Kcp pandaan pasuruan. Jurnal Ekonomi dan Bisnis Islam Vol.4 No.2
Qingji Zhou, et al. 2021. A study on factors affecting service quality and loyalty intention in mobile banking. Journal of Retailing and Consumer Services. Volume 60, May 2021, 102424
Regi Erlan Marta. Abror. Okki Trinanda (2019). Pengaruh Customer Engagement Terhadap Loyalitas Nasabah Dengan Kepuasan Pelanggan Sebagai Variabel Intervening (Study Kasus Pada Bank Bri Unit Belimbing Padang). Vol 2 No.2
Saputra dan Setyadi (2020). Pengaruh E-Service Quality terhadap Customer Satisfaction, Trust, Customer Loyalty dan Brand Equity pengguna layanan Mobile Banking.
Sugiyono. 2012. Metode Penelitian Kuantitatif , Kualitatif dan R&D. Bandung: Alfabeta
Syaefullah, & Mubiyantoro, A. (2015). Pengaruh Persepsi Kegunaan, Persepsi Kemudahan Penggunaan, Persepsi Kesesuaian, dan Persepsi Risiko Terhadap Sikap Penggunaan Mobile Banking (Studi Kasus di Bank BRI Kota Malang). Jurnal Ilmiah Mahasiswa FEB Universitas Brawiaya, 1(2).
