FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS NASABAH GENERASI Z DALAM MENGGUNAKAN BSI MOBILE

Naufal Zakki Rahman, NIM.: 20108020095 (2024) FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS NASABAH GENERASI Z DALAM MENGGUNAKAN BSI MOBILE. Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

This study aims to examine the factors that affect the loyalty of generation Z customers in using BSI Mobile. This research is quantitative with the aim of testing hypotheses that have been previously determined. This study involved 161 respondents of generation Z customers in DKI Jakarta. The sampling technique used is the purposive sampling method. The data collection technique used is the distribution of questionnaires with google forms. The analysis tool used in this study is SmartPLS 4.1.0.3. The results of this study show that perceived usefulness, perceived ease of use, trust, and customer satisfaction have a positive and significant effect on customer loyalty in using BSI Mobile. Meanwhile, customer relationship management has no effect on customer loyalty in using BSI Mobile.

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