CORPORATE SOCIAL RESPONBILITY DAN CORPORATE IMAGE, CUSTOMER TRUST TERHADAP LOYALITAS NASABAH MELALUI CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIASI

Uswatun Hasanah, NIM.: 21208012057 (2023) CORPORATE SOCIAL RESPONBILITY DAN CORPORATE IMAGE, CUSTOMER TRUST TERHADAP LOYALITAS NASABAH MELALUI CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIASI. Masters thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

Preview	Text (CORPORATE SOCIAL RESPONBILITY DAN CORPORATE IMAGE, CUSTOMER TRUST TERHADAP LOYALITAS NASABAH MELALUI CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIASI) 21208012057_BAB-I_IV-atau-V_DAFTAR-PUSTAKA.pdf - Published Version Download (4MB) | Preview
	Text (CORPORATE SOCIAL RESPONBILITY DAN CORPORATE IMAGE, CUSTOMER TRUST TERHADAP LOYALITAS NASABAH MELALUI CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIASI) 21208012057_BAB-II_sampai_SEBELUM-BAB-TERAKHIR.pdf - Published Version Restricted to Registered users only Download (7MB) | Request a copy

Abstract

BPRS in East Java has the highest number of MSMEs in Indonesia, amounting to 9,782,262, the number has increased very rapidly from 6,825,931 until now. On a national scale, the total is 170 BPRS, and East Java is one of the regions with the most BPRS in Indonesia. This study wanted to know the extent to which BPRS is able to build a positive image through its CSR practices. And explaining the level of customer trust in BPRS, with emphasis on several factors that might affect customer trust and loyalty, further wanted to explore the significant role of customer satisfaction as a mediator in this study, in order to open insights into the extent to which customer satisfaction mediates the influence of CSR practices and corporate image on customer loyalty. In addition, it can consider the context of Islamic banking as an additional factor that may influence changes in the relationship between these variables in BPRS East Java. This study took 25 companies to be made into populations officially registered with OJK with a research time of 2018-2022. This study used a quantitative approach. The number of samples in this study amounted to 250 respondents using questionnaire techniques distributed to respondents who became customers throughout East Java. The data analysis used in this study was SEM-PLS with the help of SmartPLS 3 program. The results in this study show that CSR variables do not affect customer loyalty, and corporate image, customer trust, customer satisfaction have a positive and significant effect on customer loyalty furthermore, customer satisfaction cannot mediate between CSR on customer loyalty while customer satisfaction can mediate between Corporat image, customer trust on customer loyalty.

Share this knowledge with your friends :

Actions (login required)

View Item