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PENGARUH CUSTOMER TRUST DAN CORPORATE REPUTATION TERHADAP CUSTOMER LOYALITY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL MODERASI PADA BANK SYARIAH INDONESIA (BSI) KCP RUMBAI PEKANBARU

The presence of PT Bank Syariah Indonesia Tbk (BSI) in the Rumbai area
with the aim of optimizing services and synergy with the community in financial
transactions according to sharia principles for the local community. In May 2023,
BSI customer data was leaked after previously experiencing a ransomware attack.
This raises concerns for BSI customers. Customer data leaks are a serious problem
that can damage a company's reputation. These concerns can lead to decreased
trust and reduced consumer loyalty to the company. This research aims to see the
influence of customer trust and company reputation on customer loyalty with
customer satisfaction as a moderating variable at BSI Pekanbaru Rumbai branch
office. The population in the study were all customers of BSI Rumbai Pekanbaru
branch office, totaling 15,858 customers. Meanwhile, the sampling technique uses
the Isaac and Michael formula with an alpha of 5%. And a sample of 376 customers
was obtained. The data analysis method used is Structural Equation Model (SEM)
using SmartPLS software. The test results show that customer trust and company
reputation have a significant effect on customer loyalty. Then also customer
satisfaction significantly moderates the influence of customer trust and company
reputation on customer loyalty. The magnitude of the influence of customer trust
and company reputation on customer loyalty is moderated by customer satisfaction
at 71.8%.
Keywords : Customer Trust, Company Reputation, Customer Loyalty, Customer
Satisfaction

Ketersediaan
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Perpustakaan Universitas Riau 1902155540
1902155540
Tersedia
Informasi Detail
Judul Seri
-
No. Panggil
1902155540
Penerbit
Pekanbaru : Universita Riau – Fakultas Ekonomi Dan Bisnis – Manajemen.,
Deskripsi Fisik
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Bahasa
Indonesia
ISBN/ISSN
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Klasifikasi
1902155540
Tipe Isi
-
Tipe Media
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Tipe Pembawa
-
Edisi
-
Subjek
MANAJEMEN
Info Detail Spesifik
-
Pernyataan Tanggungjawab
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Tidak tersedia versi lain

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