Muhammad Ady Mahfuzh, NIM.: 19108020009 (2023) PENGARUH E-CUSTOMER RELATIONSHIP MANAGEMENT (E-CRM) DAN E-TRUST TERHADAP E-LOYALTY NASABAH BANK DIGITAL DI INDONESIA DENGAN E-SATISFACTION SEBAGAI VARIABEL MEDIASI MELALUI PENDEKATAN S-O-R MODEL. Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.
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Text (PENGARUH E-CUSTOMER RELATIONSHIP MANAGEMENT (E-CRM) DAN E-TRUST TERHADAP E-LOYALTY NASABAH BANK DIGITAL DI INDONESIA DENGAN E-SATISFACTION SEBAGAI VARIABEL MEDIASI MELALUI PENDEKATAN S-O-R MODEL)
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Text (PENGARUH E-CUSTOMER RELATIONSHIP MANAGEMENT (E-CRM) DAN E-TRUST TERHADAP E-LOYALTY NASABAH BANK DIGITAL DI INDONESIA DENGAN E-SATISFACTION SEBAGAI VARIABEL MEDIASI MELALUI PENDEKATAN S-O-R MODEL)
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Abstract
This study aims to examine the effect of e-Customer Relationship Management (e-CRM), e-trust, and e-satisfaction on the e-loyalty of digital bank customers in Indonesia. In addition to testing the direct effect of e-loyalty, this research will also examine the indirect effect of e-CRM and e-trust on e-loyalty through e-satisfaction. The construction in this study was built based on the stimulus-organism-response (S-O-R) approach with e-CRM and e-trust acting as the stimulus, e-satisfaction as the organism and e-loyalty as the response. The sample in this study is 130 digital bank customers in Indonesia. This study uses a quantitative method with the PLS-SEM analysis model used software SmartPLS 3.0 analysis tool. The results show that e-CRM, e-trust, and e-satisfaction directly affect e-loyalty. Furthermore, indirectly e-CRM and e-trust affect e-loyalty through e-satisfaction.
Item Type: | Thesis (Skripsi) |
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Additional Information: | Pembimbing: Dr. Joko Setyono, SE., M.Si. |
Uncontrolled Keywords: | Bank Digital, E-CRM, E-Trust, E-Satisfaction, E-Loyalty |
Subjects: | Perbankan Syariah |
Depositing User: | Muh Khabib, SIP. |
Date Deposited: | 03 Feb 2023 11:33 |
Last Modified: | 03 Feb 2023 11:33 |
URI: | http://digilib.uin-suka.ac.id/id/eprint/55854 |
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