ANALISIS LOYALITAS PELANGGAN PADA INDUSTRI PERBANKAN DI DKI JAKARTA

Damar Nugraha, . (2025) ANALISIS LOYALITAS PELANGGAN PADA INDUSTRI PERBANKAN DI DKI JAKARTA. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

This quantitative study investigates how customer trust, customer satisfaction, and service quality influence customer loyalty in the banking sector of DKI Jakarta. Primary data were gathered from 151 individuals who had utilized banking services for a minimum of six months through an online questionnaire. The dataset was processed using descriptive and inferential statistical techniques with SmartPLS 4.1. The results indicate that customer trust and customer satisfaction exert a significant positive effect on customer loyalty, with original sample coefficients of 0.296 and 0.515, respectively. Conversely, service quality does not show a statistically significant relationship with customer loyalty, as reflected by an original sample value of 0.093. Furthermore, the R-square value of 0.715 suggests that the proposed model explains 71.5% of the variance in customer loyalty, while the remaining 28.5% is attributable to factors not examined in this study. Overall, these findings highlight that trust and satisfaction serve as the primary drivers of customer loyalty in the banking industry, whereas service quality does not demonstrate a meaningful contribution within the context of this research.

Item Type:	Thesis (Skripsi)
Additional Information:	[No Panggil : 2210111199] [Pembimbing : Alfatih Sikki Manggabarani] [Ketua Penguji : Maria Assumpta Wikantari] [Penguji 1 : Risty Rahma Dafina]
Subjects:	H Social Sciences > HB Economic Theory H Social Sciences > HC Economic History and Conditions L Education > L Education (General)
Divisions:	Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1)
Depositing User:	DAMAR NUGRAHA
Date Deposited:	17 Mar 2026 01:47
Last Modified:	17 Mar 2026 01:47
URI:	http://repository.upnvj.ac.id/id/eprint/41887

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