The Effort to Create Customer Engagement on Customer E_Banking (Empirical Studies on Bank BNI Regional Semarang)

Abstract

<pre> This study focused on testing the effect of variable customer value, support systems and knowledge of the customer's products to customer satisfaction and its impact on customer engagement. This study selects the object user's e-banking customers of Bank BNI Regional Semarang. The number of samples in this study of 100 respondents, using purposive sampling technique sampling. Processing data using SPSS version 16.0. Based on a statistical test using linear regression approach, then of seven hypothesis there are two hypotheses were rejected. The hypothesis is rejected is the influence of customer value on customer engagement, and support systems to customer engagement. While five other hypotheses, namely: the influence of the customer value, support systems, knowledge products to the satisfaction of the customer, as well as the effect of product knowledge and customer satisfaction on customer involvement is proven. Based on the results of this study, it can be concluded that to build customer engagement should be created customer satisfaction. While such satisfaction can be created through providing better customer value, the support system is up to date and easy, and provides knowledge products to customers continuously and thoroughly.</pre>

Satisfaction and Loyalty of Banking Customers in Indonesia

“…When customers are satisfied with the products or services they have purchased and used, the customers will be loyal to the company's products and services therefore they will be loyal to the company. This is proven by previous researzch in the following industries: banking [2][3][4][5][6][7][8], airlines [9], education [10], entertainment [11], food [12][13][14], hospital [15], hotel [16], manufacture [17], retail [18][19][20][21], shipping [22][23], telecommunication [24][25][26][27]. Those research conclude that customer satisfaction has a significant positive effect on customer loyalty.…”

Strategi Pemasaran Berbasis Kepuasan Pelanggan : Memahami Peran Kualitas Layanan dan Harga

“…Jika pelanggan puas dengan produk dan jasa yang mereka beli, pelanggan tersebut akan tetap loyal terhadap produk dan jasa perusahaan. Hal ini dibuktikan dengan penelitian sebelumnya pada industri berikut yaitu perbankan (Hayati dkk, 2020;Djajanto dkk, 2019;Yilmaz and Gurbuz, 2018;Rivai and Wahyudi, 2016;Sindwani and Goel, 2016;Al-Msllam, 2015;Dhurup, 2014), untuk makanan Suchanek and Kralova, 2019;Jalali, Hosseinipour, 2016, Zena and Hadisumarto. 2013, rumah sakit Ardiani and Murwatiningsih, 2017hotel diteliti oleh Liat, Mansori, Chuan and Imrie, 2017;ritel diteliti oleh Yulisetiarini, 2015;Wahab, Hassan, Shahid and Maon, 2016;Zakaria, Rahman, Othman, Yunus and Osman, 2014;Castaneda, 2011. Penelitian-penelitian tersebut menyimpulkan bahwa kepuasan pelanggan mempunyai pengaruh positif yang signifikan terhadap loyalitas pelanggan.…”

Analysis of the Effect of Temporary Syirkah Funds and Operational Efficiency on Profitability with NPF as a Moderating Variable (Study on Islamic Commercial Banks 2017-2022)

“…Temporary Syirkah Funds are part of third-party funds, where Sharia entities have the right to manage and invest these funds either by Sharia entity policies or the restriction policies of the fund owners, with profits shared according to a previously made agreement. According to Rivai and Arviyan, the more funds a bank can collect in a certain time, the more liquid the bank will be, if the bank is ready to face growing demand for credit, it means that the bank will have the ability to generate higher profits [12].…”