Zildan, Mohammad Fahturrohman (2026) Pengaruh Edukasi Nasabah, Aktivitas Pelindungan Nasabah, dan Reputasi Terhadap Kepercayaan Bank di Surabaya. Undergraduate thesis, Universitas Hayam Wuruk Perbanas.
![[img]](http://eprints.perbanas.ac.id/style/images/fileicons/text.png) |
Text
ARTIKEL ILMIAH.pdf Restricted to Registered users only Download (343kB) |
|
|
Text
COVER .pdf Restricted to Registered users only Download (400kB) |
|
|
Text
BAB I .pdf Download (220kB) | Preview |
|
|
Text
BAB II .pdf Download (385kB) | Preview |
|
|
Text
BAB III .pdf Restricted to Registered users only Download (364kB) |
|
|
Text
BAB IV .pdf Restricted to Registered users only Download (330kB) |
|
|
Text
BAB V.pdf Download (243kB) | Preview |
|
|
Text
LAMPIRAN .pdf Restricted to Registered users only Download (539kB) |
Abstract
This study aims to analyze the influence of customer education and security protection activities on customer trust in banks, with bank reputation serving as a mediating variable. The data were collected from 114 bank customers in Surabaya and analyzed using the Structural Equation Modeling–Partial Least Squares (SEM-PLS) approach with WarpPLS 7.0. The results indicate that customer education has a negative effect on bank reputation, while security protection activities positively influence bank reputation. Furthermore, bank reputation plays an important role in enhancing customer trust in digital banking services and serves as a mediating variable between customer education and trust, as well as between security protection and trust. Overall, this study confirms that customer trust in digital banking is primarily built through a strong institutional reputation derived from digital security performance rather than through customer education efforts. Keywords : Customer Education, Security Protection, Bank Reputation, Bank Trust, WarpPLS
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING |
| Divisions: | Bachelor of Management |
| Depositing User: | MOHAMMAD ZILDAN FAHTURROHMAN |
| Date Deposited: | 22 Apr 2026 02:03 |
| Last Modified: | 22 Apr 2026 02:03 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/14287 |
Actions (login required)
 |
View Item |