Artha, Cendikya Maulana (2020) Pengaruh Pengalaman Pelanggan dan Kepuasan Nasabah Terhadap Loyalitas Nasabah pada Internet Banking Bank Syariah di Surabaya dan Sidoarjo. Undergraduate thesis, STIE Perbanas Surabaya.
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Abstract
The purpose of this study is to examine the extent of the influence of customer experience, customer satisfaction on customer loyalty in BCA Syariah internet banking. This study uses one hundred thirty (130) respondents collected through questionnaires in the cities of Surabaya and Sidoarjo. Respondents' responses were analyzed using descriptive analysis through SPSS 16.0 and statistical analysis through WarpPLS 6.0. The results of the analysis show that the customer experience score has a positive effect on customer loyalty and customer satisfaction has a positive effect on customer loyalty. The practical implications of this research are for BCA Syariah Bank to develop its strategy in the future, especially as an evaluation of bank performance so far in the national Islamic banking competition, and can provide important information to banks to be able to build service benefits that have an impact on increasing customer loyalty on internet banking.
| Item Type: | Thesis (Undergraduate) |
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| Subjects: | 300 - SOCIAL SCIENCE > 330 - 339 ECONOMICS > 332 - FINANCIAL ECONOMICS > 332.12 - BANKS & BANKING |
| Divisions: | Bachelor of Islamic Economic |
| Depositing User: | CENDIKYA MAULANA ARTHA |
| Date Deposited: | 29 Aug 2020 07:48 |
| Last Modified: | 29 Aug 2020 07:48 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/6531 |
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