PENGARUH PENGALAMAN NASABAH DAN KEPUASANNASABAH TERHADAP LOYALITAS NASABAH PT BANK PERMATA TBK

Winarto, Andre (2024) PENGARUH PENGALAMAN NASABAH DAN KEPUASANNASABAH TERHADAP LOYALITAS NASABAH PT BANK PERMATA TBK. Masters thesis, Universitas Tarumanagara.

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Abstract

TARUMANAGARA UNIVERSITY
FACULTY OF ECONOMY AND BUSINESS
JAKARTA
(A) ANDRE WINARTO
(B) THE INFLUENCE OF CUSTOMER EXPERIENCE AND CUSTOMER
SATISFACTION ON CUSTOMER LOYALTY PT PT BANK PERMATA TBK
(C) XI + 58 Pages, 2024, 22 Tables, 4 Figures, 15 Attachments
(D) MARKETING MANAGEMENT
(E) Abstract: This study aims to analyze the relationship between customer
experience, customer satisfaction, and customer loyalty at PT Bank Permata
Tbk. In an increasingly competitive banking industry, customer experience
has become a critical factor influencing customers' perceptions of bank
services. A positive experience can enhance customer satisfaction, which
ultimately contributes to their loyalty to the banking institution. This research
employs a quantitative method using a survey of 100 customers of PT Bank
Permata Tbk. The data were analyzed using Partial Least Squares Structural
Equation Modeling (PLS-SEM) with SmartPLS 4. The findings reveal that
customer experience has a positive and significant impact on customer
loyalty, and customer satisfaction also positively and significantly affects
customer loyalty. However, no mediating effect was found of customer
satisfaction on the relationship between customer experience and customer
loyalty.
Keywords: Customer experience, customer satisfaction, customer loyalty.
(F) References: 115
(G) Richard Andrew, S.E., M.M.

UNIVERSITAS TARUMANAGARA
FAKULTAS EKONOMI DAN BISNIS
JAKARTA
(A) ANDRE WINARTO
(B) PENGARUH PENGALAMAN NASABAH DAN KEPUASAN NASABAH
TERHADAP LOYALITAS NASABAH PT BANK PERMATA TBK
(C) XI + 58 Halaman, 2024, 22 Tabel, 4 Gambar, 15 Lampiran
(D) MANAJEMEN PEMASARAN
(E) Abstrak: Penelitian ini bertujuan untuk menganalisis hubungan antara
pengalaman nasabah, kepuasan nasabah, dan loyalitas nasabah pada PT Bank
Permata Tbk. Dalam dunia perbankan yang semakin kompetitif, pengalaman
nasabah menjadi faktor penting yang memengaruhi persepsi pelanggan
terhadap layanan bank. Pengalaman yang positif dapat meningkatkan tingkat
kepuasan nasabah, yang pada akhirnya berkontribusi pada loyalitas mereka
terhadap institusi perbankan. Penelitian ini menggunakan metode kuantitatif
dengan survey terhadap nasabah Bank Permata Tbk sebanyak 100 responden.
Data dianalisis menggunakan teknik analisis regresi Partial Least Square
Structured Equation Modelling (PLS-SEM) dengan menggunakan SmartPLS
4. Hasil penelitian ini menunjukkan bahwa pengalaman nasabah berpengaruh
positif dan signifikan terhadap loyalitas nasabah, begitupula hal nya dengan
kepuasan nasabah memiliki pengaruh positif dan signifikan terhadap loyalitas
nasabah. Pada pengalaman nasabah terhadap loyalitas nasabah melalui
kepuasan nasabah tidak ditemukan adanya pengaruh.
Kata kunci: Pengalaman nasabah, kepuasan nasabah, loyalitas nasabah.
(F) DAFTAR PUSTAKA : 115
(G) Richard Andrew, S.E, M.M.

Item Type:	Thesis (Masters)
Subjects:	Skripsi/Tugas Akhir Skripsi/Tugas Akhir > Fakultas Ekonomi
Divisions:	Fakultas Ekonomi > Manajemen
Depositing User:	FE Perpus
Date Deposited:	05 Jun 2025 04:14
Last Modified:	05 Jun 2025 04:14
URI:	https://repotest.untar.ac.id/id/eprint/46958

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