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Endang Sulistya Rini
Faculty Of Economics And Business, Universitas Sumatera Utara, Indonesia
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Journal : Management Studies and Business Journal

 1 
Peran Inovasi Layanan E-Loyalty dalam Pemanfaatan Cash Management BNI Melalui E-Satisfaction di PT Bank Negara Indonesia (Persero) Tbk Kantor Cabang Medan Sari, Mufida; Rini, Endang Sulistya; Situmorang, Syafrizal Helmi
Management Studies and Business Journal (PRODUCTIVITY) Vol. 1 No. 5 (2024): Management Studies and Business Journal (PRODUCTIVITY)
Publisher : Penelitian dan Pengembangan Ilmu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62207/5ya32t51

Abstract

Penelitian ini bertujuan untuk menyelidiki hubungan antara inovasi layanan dan e-loyalty melalui e-satisfaction pada pengguna Cash Management BNI di sebuah kantor cabang di Medan. Dengan mengidentifikasi faktor-faktor yang mempengaruhi e-loyalty, diharapkan BNI dapat merancang strategi inovasi yang efektif untuk meningkatkan kepuasan dan loyalitas pelanggan. Penelitian ini menggunakan desain penelitian asosiatif, dengan metode analisis Partial Least Squares Structural Equation Modeling (PLS-SEM). Populasi penelitian ini adalah  seluruh nasabah korporasi pengguna Cash Management BNI di kantor cabang Medan. Pengambilan sampel dilakukan dengan metode nonprobability sampling menggunakan teknik sensus sampling. Data dikumpulkan melalui penyebaran kuesioner yang ditujukan kepada nasabah korporasi pengguna Cash Management BNI. Temuan penelitian menunjukkan bahwa sebagian besar varians dalam e-satisfaction dijelaskan oleh inovasi layanan, dan sebagian besar varians dalam e-loyalty dijelaskan oleh inovasi layanan dan e-satisfaction. Efek total menunjukkan bahwa inovasi layanan memiliki dampak signifikan baik secara langsung maupun tidak langsung terhadap e-loyalty melalui e-satisfaction.
Co-Authors Achmad Rifai Adita Wanda Syahputri Siregar Agus Purwoko Albert Albert Alfifto Amlys Syahputra Silalahi Amlys Syahputra Silalahi Amrin Fauzi Amrin Fauzi Andiansyah, Farma Arby Prawira , Muhammad Ardiansyah Putra Ramadhan Arif Qaedi Hutagalung Arlina Nurbaity Lubis Arlina Nurbaity Lubis Arlina Nurbaity Lubis Arlina Nurbaity Lubis Arlina Nurbaity Lubis Arlina Nurbaity Lubis Azhar Maksum Azzahra, Nindya B, Mesra Beby Karina Beby Karina F. Sembiring Beby Karina Fauzeea Sembiring Beby Karina Fawzeea Sembiring Dewantoro, Riy Dewi Maya Sari Dina Widya Astuti Djohan, Deva Dzikira, Teuku Muharna ERLINA Fadli Fadli Fadli Fadli, Fadli Farid Aulia Fauzi, Amrin Fawzea, Beby Karina Fionita Idanesia Br Tarigan Ginting, Ninda Harmawan, Wisnu Agus Iin Irwanto Indawati Lestari INDRA HERMAWAN Iqbal Habibie Isfenti Sadalia Ishbir Mujahid Adha Junita Safitri Kaban, Karina Putri Karina, Beby Kosasih, Hengky Lesmana, Fakhri Lestariningsih, Marsudi Mahyunnisa yunus Manda Dwipayani Bhastary Maria Damaianty Pasaribu Marlina Widiyanti Mawaddah, Wirda Megaria Damanik Mesra B Mirza Abdillah Pane Muhammad Anggia Muchtar Muhammad Asrin Jazuli Namora Lumongga Lubis Negara, Satia Nora, Yeni Safitri Nurafrina Siregar paham ginting Pasaribu, Mhd Hasan Pasaribu, Wilson Prihatin Lumbanraja Purnawan Junadi R. Hamdani Harahap Ritha F. Dalimunthe Rumiaty Manurung Sakinah, Dwi Saputra, Adi Hasan Ragil Sarah Madaniah Sari, Mufida Sembiring, Aprianta Raskami Sembiring, Paham Ginting Sihombing, Edi Epron Sihombing, Marlon Silalahi, Amlys Syahputra Sinaga, Aprizal Haris Sirojuzilam Sirojuzilam Hasyim Situmorang, Syafrizal Helmi Sugih Arto Pujangkoro Syafrizal Helmi Situmorang Syafrizal Helmi Situmorang Tarigan, Miska Irani Togar Naibaho Tri Widiyanti Trisatya, Achmad Afriadi Wulanda, Astrea Yayuk Yuliana yeni absah yeni absah Yossie Rossanty yunus, Mahyunnisa