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Sri Wahyuni
Magister Program of Perbanas Institute Indonesia
Economics, Econometrics & Finance

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SERVICE QUALITY AND CONSUMER PROTECTION EFFECT ON LOYALTY: TRUST AS INTERVENING VARIABLE Gatot Efdi Saputra; Sri Wahyuni
PERFORMANCE: Jurnal Bisnis & Akuntansi Vol 15 No 1: Performance: Jurnal Bisnis & Akuntansi
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Wiraraja Madura

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24929/feb.v15i1.4117

Abstract

The database of PT.PNM Aceh, especially UlaMM has shown that in the period January - PT. PNM's investigation on the relationship between customer loyalty, trust, consumer protection, and service quality produced a number of key discoveries. The findings indicate that customer trust is greatly increased by service quality, and that consumer protection is also a key factor in building customer trust. In particular, it was shown that trust significantly improved consumer loyalty. However, this study also highlights that service quality does not have a direct impact on customer loyalty, and trust is not effective as a mediating variable in this context. These findings suggest that while consumer protection greatly influences customer loyalty, the mechanisms for building loyalty in the banking sector are complex and require further exploration. This study emphasizes the importance of effective consumer protection measures and high service quality in fostering customer trust and loyalty.
THE INFLUENCE OF CUSTOMER PREFERENCES FOR MURABAHAH FINANCING PRODUCTS TOWARD PURCHASING DECISIONS AT PT PERMODALAN NASIONAL MADANI ACEH AND THEIR IMPACT ON WORD OF MOUTH Muhammad Wazir; Sri Wahyuni
PERFORMANCE: Jurnal Bisnis & Akuntansi Vol 15 No 2: Performance: Jurnal Bisnis & Akuntansi
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Wiraraja Madura

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24929/feb.v15i2.4596

Abstract

This study aims to analyze the influence of customers’ cultural preference factors on purchase decisions, the influence of psychological preference factors on purchase decisions, the influence of personal preference factors on purchase decisions, the influence of cultural preference factors on word of mouth, the influence of psychological preference factors on word of mouth, the influence of personal preference factors on word of mouth, the influence of cultural preference factors on word of mouth through purchase decisions, the influence of psychological preference factors on word of mouth through purchase decisions, and the influence of personal preference factors on word of mouth through purchase decisions in the ULaMM program at PT PNM Aceh Branch. This research was conducted using a quantitative approach on ULaMM product customers at PT PNM Aceh Branch. The study population consisted of all ULaMM customers, totaling 815, with a sample of 121 respondents selected through purposive sampling. The data collected were analyzed using exploratory analysis with the help of SmartPLS. The results revealed that cultural factors have a significant influence on purchase decisions, psychological factors have a significant influence on purchase decisions, and personal factors also significantly influence purchase decisions. Furthermore, cultural factors significantly influence word of mouth, psychological factors significantly influence word of mouth, and personal factors significantly influence word of mouth. Moreover, cultural factors significantly influence word of mouth through purchase decisions, psychological factors significantly influence word of mouth through purchase decisions, and personal factors significantly influence word of mouth through purchase decisions.
Co-Authors Gatot Efdi Saputra Muhammad Wazir