Kurniawan, Nathasya Pramesthi Maheswari (2025) Pengaruh Penilaian Kemampuan Pelindungan, dan Perilaku Ko-Kreasi yang Dimoderasi Oleh Dukungan Sosial Terhadap Loyalitas Nasabah Laki-Laki Online Banking. Undergraduate thesis, Universitas Hayam Wuruk Perbanas.
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Abstract
This study aims to investigate the influence of coping appraisal and protection co-creation behavior on the loyalty of male online banking customers, with social support acting as a moderating variable. The researchs is based on data collected from 127 male customers registered with Indonesia’s four largest banks-BCA, BRI, BNI, and Mandiri-domiciled in Surabaya. The study employs WarpPLS 8.0, a Partial Least Squares Structural Equation Modeling (PLS-SEM) technique, to test the proposed research hypotheses. The results indicate that coping appraisal has a significant positive impact on protection co-creation behavior and loyalty. However, protection co-creation behavior does not directly influence loyalty. Additionally, the moderating role of social support does not enhance the effect of coping appraisal on protection co-creation behavior. This study provides valuable insights for banking management in developing strategies to improve customer loyalty by strengthening customer protection capabilities and fostering better coping appraisal mechanism. Keywords: Protection Capability; Protection Co-Creation; Loyalty; Social Support; Male Online Banking Customers.
| Item Type: | Thesis (Undergraduate) |
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| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING |
| Divisions: | Bachelor of Management |
| Depositing User: | NATHASYA PRAMESTHI MAHESWARI KURNIAWAN |
| Date Deposited: | 11 Mar 2025 12:33 |
| Last Modified: | 11 Mar 2025 12:33 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/13289 |
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