Electronic Theses and Dissertation
Universitas Syiah Kuala
SKRIPSI
PENGARUH CUSTOMER SATISFACTION DAN CUSTOMER PERCEIVED VALUE TERHADAP CUSTOMER LOYALTY YANG DIMEDIASI OLEH CUSTOMER RELATIONSHIP MANAGEMENT PADA PENGGUNA M-BANKING BANK SYARIAH INDONESIA DI BANDA ACEH
Pengarang
AYU ANISSA FITRI - Personal Name;
Dosen Pembimbing
Prof. Dr. Abdul Rahman Lubis, M.Sc - - - Dosen Pembimbing I
Nomor Pokok Mahasiswa
1801102010041
Fakultas & Prodi
Fakultas Ekonomi dan Bisnis / Manajemen (S1) / PDDIKTI : 61201
Penerbit
Banda Aceh : Fakultas Ekonomi dan Bisnis (S1)., 2023
Bahasa
Indonesia
No Classification
658.834
Literature Searching Service
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Penelitian ini bertujuan untuk mengukur Pengaruh Customer Satisfaction dan Customer Perceived Value terhadap Customer Loyalty yang Dimediasi oleh Customer Relationship Management pada pengguna M-Banking Bank Syariah Indonesia di Banda Aceh. Sampel yang digunakan pada penelitian ini adalah pengguna M-Banking Bank Syariah Indonesia di Banda Aceh yang berjumlah 160 orang. Peralatan pengumpulan data yang digunakan dalam penelitian ini adalah kuesioner. Teknik pengambilan sempel yang digunakan adalah purpsive sampling, structural equation modeling (SEM) digunakan sebagai metode analisis untuk mengetahui pengaruh antar variabel-variabel yang terlibat. Berdasarkan hasil analisis SEM mengidentifikasikan bahwa Customer Satisfaction berpengaruh positif terhadap Customer Loyalty, Customer Perceived Value berpengaruh positif terhadap Customer Loyalty, Customer Satisfaction berpengaruh positif terhadap Customer Relationship Management, Customer Perceived Value berpengaruh positif terhadap Customer Relationship Management, Customer Relationship Management berpengaruh positif terhadap Customer Loyalty, Customer Relationship Management memediasi Customer Satisfaction terhadap Customer Loyalty, dan Customer Relationship Management memediasi Customer Perceived Value terhadap Customer Loyalty.
This study aims to measure the influence of Customer Satisfaction and Customer Perceived Value on Customer Loyalty Mediated by Customer Relationship Management in Bank Syariah Indonesia M-Banking users in Banda Aceh. The sample used in this study was Bank Syariah Indonesia's M-Banking users in Banda Aceh, totaling 160 people. Data collection equipment used in this study is a questionnaire. The sampling technique used was purpsive sampling, the structural equation model (SEM) was used as an analytical method to determine the effect of the variables involved. Based on the results of the SEM analysis identified that Customer Satisfaction has a positive effect on Customer Loyalty, Customer Perceived Value has a positive effect on Customer Loyalty, Customer Satisfaction has a positive effect on Customer Relationship Management, Customer Perceived Value has a positive effect on Customer Relationship Management, Customer Relationship Management has a positive effect on Customer Loyalty , Customer Relationship Management mediates Customer Satisfaction with Customer Loyalty, and Customer Relationship Management mediates Customer Perceived Value with Customer Loyalty.
EFEK MEDIASI KEPUASAN DAN REPUTASI BANK PADA PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH (STUDI KASUS BANK SYARIAH MANDIRI CABANG BANDA ACEH) (AZMI ATI, 2019)
PENGARUH KUALITAS LAYANAN DAN CUSTOMER RELATIONSHIP MANAGEMENT TERHADAP KEPUASAN NASABAH SERTA DAMPAKNYA PADA LOYALITAS NASABAH PT.BANK ACEH CABANG KUALA SIMPANG (Zulfikar Z, 2016)
PERAN BRAND IMAGE DALAM MEMODERASI PENGARUH SERVICE QUALITY DAN CUSTOMER PERCEIVED VALUE TERHADAP CUSTOMER LOYALITY MELALUI CUSTOMER RELATIONSHIP MANAGEMENT PADA PRODUK TIENSI DI BANDA ACEH (Zahra Wati, 2021)
PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT, PRICE, DAN ACADEMIC ACHIEVEMENT TERHADAP CUSTOMER LOYALTY YANG DIMEDIASI OLEH CUSTOMER SATISFACTION PADA RNBIMBINGAN BELAJAR KHALIFAH BANDA ACEH (Aprinita Lisanul, 2025)
PENGARUH CUSTOMER VALUE DAN CUSTOMER EXPERIENCE TERHADAP CUSTOMER LOYALTY YANG DIMEDIASI OLEH CUSTOMER SATISFACTION PADA KAFE UNIVERSITAS KOPI DI BANDA ACEH (SALSABILA DARA JALITA, 2025)