LOYALITAS NASABAH DAN KINERJA PERBANKAN DI INDONESIA

Nurul Aisyah Rachmawati (Departemen Akuntansi Fakultas Ekonomi Bisnis dan Humaniora Universitas Trilogi Jl. TMP Kalibata No.1 Jakarta, 12760)
Lindawati Gani (Departemen Akuntansi Fakultas Ekonomi dan Bisnis Universitas Indonesia Kampus UI Depok, 16424)
Hilda Rossieta (Departemen Akuntansi Fakultas Ekonomi dan Bisnis Universitas Indonesia Kampus UI Depok, 16424)

Jurnal Keuangan dan Perbankan
Vol 21, No 1 (2017): January 2017

The purpose of this study was to investigate the impact of customer loyalty on firm performance in the banking industry in Indonesia. This study used a sample of banking firms listed on the Indonesian Stock Exchange. The data was processed and analyzed by Partial Least Square (PLS). We hypothesized that firm’s financial performance, market performance, and non-financial performance were positively affected by customer loyalty. The results provided evidence which was consistent with the hypothesis. It showed that customer loyalty provided incremental information to the firm’s performance that consisted of financial performance, market performance, and non-financial performance.