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All Journal JURNAL MANAJEMEN AKUNTANSI (JUMSI) Jurnal Ekonomika Dan Bisnis
Lily Nur Indahsari
Universitas Islam Negeri Sumatera Utara
Economics, Econometrics & Finance

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Strategi Komunikasi Customer Loan Service Dalam Pelayanan Kredit Nasabah pada PT. Bank Tabungan Negara (Persero) Tbk Kc. Medan Lily Nur Indahsari; Zainarti Zainarti
Jurnal Manajemen Akuntansi (JUMSI) Vol 2, No 3: 2022
Publisher : Universitas Labuhanbatu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36987/jumsi.v2i3.2752

Abstract

Communication strategy is an important element in a communication process, including in customer credit services by customer loan services at PT. Bank Tabungan Negara (Persero) TBK KC Medan. This is a fundamental element in order to achieve effective communication in the credit service process for customers. The study used a qualitative approach with a qualitative descriptive method. The data were collected through observation, interviews, and document studies. The results of this study indicate that the communication strategy is very important and is always considered in the service of the customer loan service at PT. Bank Tabungan Negara (Persero) TBK KC Medan. The communication strategy applied is aimed at achieving communication effectiveness. The stages of the communication strategy are carried out through four stages, namely the stage of knowing the audience, determining the message, determining the method, and selecting and selecting media. All these stages are carried out by the customer loan service staff of Bank BTN KC Medan in order to achieve maximum communication and service effectiveness for customers.
Pengaruh Experiental Marketing Dan Customer Value Terhadap Customer Loyalty Melalui Customer Satisfaction Sebagai Variabel Intervening Pada Pelanggan Café Lily Nur Indahsari; Muhammad Arif; Rahmat Daim Harahap
Jurnal Ekonomika Dan Bisnis (JEBS) Vol. 3 No. 2 (2023): Mei - Agustus
Publisher : CV. ITTC INDONESIA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47233/jebs.v3i2.775

Abstract

This study aims to examine the Effect of Experiential Marketing and Customer Value on Customer Loyalty through Cutomer Satisfaction as an Intervening Variable in Free Time Cafe Customers in Air Batu, both partially and simultaneously, and also by path analysis. This study used quantitative methods with data collection using Likert scale method. The subjects used in this study were consumers of Leisure Cafe in Air Batu which amounted to 100 people and were taken using axial sampling. Data analysis techniques through IBM SPSS statistical program 25. The results of this study showed that overall for each partial test stated significant and positive effect between variables. Where from the statistical results states the value of α < 0.05. In the path analysis test also states that there is a direct influence and indirect influence on each variable connected through variable z. And also simultaneously shows that there is an influence of Experiential Marketing and Customer Value together affect Customer Loyalty through the variable Customer Satisfaction, based on the calculated F value of 317,643 with a significant value of 0.000 < 0.05. With an efficiency of determination of 80.2%. So the results of the study, as a whole in partial and simultaneous trials state that it is influential and significant.
Co-Authors Muhammad Arif Rahmat Daim Harahap Zainarti Zainarti