Pengaruh Perceived Value, Trust, Dan Customer Satisfaction Terhadap Customer Loyalty Pengguna Aplikasi M-Banking BCA Di Jakarta Barat

Main Article Content

Clarisa Stefaniem
Carunia Mulya Firdausy

Abstract

This study examines the effect of perceived value, trust, and customer satisfaction on customer loyalty to BCA m-banking users in West Jakarta. The population of this research is all BCA m-banking users in Jakarta. The sample in this study was 100 respondents who used the BCA m-banking application located in West Jakarta. The sampling technique used was convenience sampling, while non-probability sampling was used for sample selection by distributing online questionnaires through a google form which was then processed using the Smart PLS assistance program. The results showed that perceived value, trust, and customer satisfaction had a positive relationship with customer loyalty. Therefore, it is a must for BCA to give serious attention to these variables to improve its customers’ loyalty in using BCA m-banking.


Penelitian ini bertujuan untuk menguji pengaruh perceived value, trust, dan customer satisfaction terhadap customer loyalty pengguna m-banking BCA di Jakarta Barat. Populasi dari penelitian ini adalah seluruh pengguna m-banking BCA di Jakarta. Sampel pada penelitian ini adalah 100 responden yang menggunakan aplikasi m-banking BCA berlokasi di Jakarta Barat. Teknik pengambilan sampel yang digunakan adalah convenience sampling sedangkan untuk pemilihan sampel menggunakan non-probability sampling dengan menyebarkan kuesioner secara online via google form yang kemudian diolah menggunakan bantuan program Smart PLS. Hasil penelitian menunjukkan bahwa perceived value, trust, dan customer satisfaction memiliki hubungan positif dengan customer loyalty. Oleh karena itu, BCA harus memperhatikan variabel-variabel ini untuk meningkatkan customer loyalty dalam penggunaan m-banking BCA.

Article Details

Section
Articles
Author Biographies

Clarisa Stefaniem, Universitas Tarumanagara

Program Studi S1 Manajemen Fakultas Ekonomi & Bisnis Universitas Tarumanagara, Jakarta

Carunia Mulya Firdausy, Universitas Tarumanagara

Program Studi S1 Manajemen Fakultas Ekonomi & Bisnis Universitas Tarumanagara, Jakarta

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