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All Journal SEIKO : Journal of Management & Business Research Economics Management and Business
Haryono, Arfin
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Economics, Econometrics & Finance Social Sciences

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The Impact Of Satisfaction And Trust On Customer Loyalty: The Role Of Word Of Mouth Intervention At Bank Jatim Haryono, Arfin; Susilowati, Ervan; Afifah, Nur; Hapsari, Ajeng Andriani; Kinanti, Lintang Anis Bena
SEIKO : Journal of Management & Business Vol 6, No 2.1 (2023)
Publisher : Program Pascasarjana STIE Amkop Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37531/sejaman.v6i2.5262

Abstract

Tujuan dari penelitian ini adalah untuk menyelidiki hubungan antara kepuasan nasabah, kepercayaan, Word of Mouth (WoM), dan loyalitas nasabah di Bank Jatim. Pendekatan survei cross-sectional digunakan, dan data dikumpulkan dari 116 pelanggan melalui kuesioner yang dikelola sendiri. Regresi linier berganda dan analisis jalur digunakan untuk analisis data. Temuan menunjukkan bahwa kepuasan dan kepercayaan pelanggan memiliki efek positif langsung pada loyalitas pelanggan. Selain itu, Word of Mouth ditemukan memediasi hubungan antara kepuasan pelanggan dan loyalitas pelanggan. Namun, Word of Mouth tidak secara signifikan memediasi dampak kepercayaan terhadap loyalitas nasabah. Wawasan ini memberikan panduan yang berharga bagi Bank Jatim untuk mengembangkan strategi yang ditargetkan untuk meningkatkan kepuasan pelanggan, membangun kepercayaan, dan menumbuhkan loyalitas pelanggan dalam industri perbankan yang kompetitif. Kata Kunci: Kepuasan, Kepercayaan, Loyalitas Nasabah, Word Of Mouth, Bank Jatim
The Government's Role as a Policy Holder in Encouraging Social Entrepreneurship in Madura Tourism Business Haryono, Arfin; Rachmadana, Satria Lintang; Wardoyo, Wisnu
REMB : Research Economics Management and Business Vol 1 No 1 (2023): REMB - Research Economics Management & Business
Publisher : Universitas Pendidikan Muhammadiyah Sorong

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36232/remb.v1i1.1698

Abstract

The gap in social action practices between entrepreneurs or companies with the direction and goals set by the government when engaging the private sector to be involved in implementing sustainable social change needs to be evaluated. The principles and philosophy of social entrepreneurship seem to fill this gap by emphasizing and strengthening the entrepreneurial vision so that it is in line with the government's vision. This study aims to examine the roles played by the government in encouraging social entrepreneurship so that it can provide input on current policy weaknesses.
Co-Authors Ajeng Andriani Hapsari, Ajeng Andriani Kinanti, Lintang Anis Bena Muhammad Afif Rachmadana, Satria Lintang Susilowati, Ervan Wisnu Wardoyo