PENGARUH KEPERCAYAAN DAN KEPUASAN NASABAH TERHADAP WORD OF MOUTH (WOM)MELALUI LOYALITAS

Subiantoro, Bambang (2023) PENGARUH KEPERCAYAAN DAN KEPUASAN NASABAH TERHADAP WORD OF MOUTH (WOM)MELALUI LOYALITAS. Gema Ekonomi, 12 (2). 723 -736. ISSN 2621-0444

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Abstract

In the current banking era, many banks offer various types of products and promise various facilities and ease of transactions. Customers in this era are faced with many options and all banks offer their best and most profitable products. This makes customers have to be careful and careful to make bank choices because they must comply with the need to maintain their business. The purpose of this study is to examine the effect of reliance variables on loyalty variables and customer satisfaction on customer loyalty as well as loyalty variables studied at WOM through word of mouth for customers, especially small and medium enterprises SMB Panin Bank Surabaya. The data in this study was collected using purposive sampling techniques, namely 150 borrowers of Bank Panin Surabaya. Sampling is carried out easily by sharing with respondents who have been contacted by the study but still pay attention to predetermined criteria. Based on the results of structural equation modeling analysis, it can be concluded from the results of this study that it can be proven that the high factor of customertrust does not have a significant positive effect on customer loyalty to the bank

Item Type:	Article
Uncontrolled Keywords:	Reliance, satisfaction, loyalty, and wom
Subjects:	Manajemen
Depositing User:	Unnamed user with email lib.stiemahardhika@gmail.com
Date Deposited:	28 Mar 2023 05:08
Last Modified:	28 Mar 2023 05:08
URI:	http://repository.stiemahardhika.ac.id/id/eprint/3691

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