Dimas Indira Anggoro, . (2026) ANALISIS LOYALITAS NASABAH BANK JAKARTA DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING: Studi bank jakarta kcp pondok pinang. Tesis thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
This study aims to analyze the influence of customer experience and perceived value on customer loyalty, with customer satisfaction as an intervening variable at Bank Jakarta, Pondok Pinang Branch. A quantitative methodology based on a survey of clients of Bank Jakarta's Pondok Pinang Branch was utilized in the study. Structural Equation Modeling Partial Least Squares (SEM-PLS) was used to analyze the data. Customer satisfaction is positively and significantly impacted by perceived value and customer experience, according to the data. Loyalty is positively and significantly impacted by customer experience and perceived value as well. Loyalty from customers is positively and significantly impacted by customer satisfaction. The mediation test found that while customer pleasure does moderate the impact of perceived value on customer loyalty, it does not mediate the link between customer experience and loyalty per se. client happiness may be enhanced by direct encounters and perceived value, according to these studies, which affect client loyalty at Bank Jakarta. In order to keep and grow its loyal client base, Bank Jakarta must consistently provide better services, innovate its products, and expand its digital offerings to increase customer happiness, perceived value, and overall satisfaction.
| Item Type: | Thesis (Tesis) |
|---|---|
| Additional Information: | [No.Panggil: 2410121013] [Pembimbing: Alfatih S Manggabarani] [Penguji 1: Prasetyo Hadi] [Penguji 2: Guntur Syahputra Saragih] |
| Uncontrolled Keywords: | customer experience, perceived value, customer satisfaction, customer loyalty, banking |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HG Finance H Social Sciences > HJ Public Finance |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S2) |
| Depositing User: | DIMAS INDIRA ANGGORO |
| Date Deposited: | 28 Aug 2026 01:49 |
| Last Modified: | 28 Aug 2026 01:49 |
| URI: | http://repository.upnvj.ac.id/id/eprint/53913 |
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