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Sibatik Journal : Jurnal Ilmiah Bidang Sosial, Ekonomi, Budaya, Teknologi, Dan Pendidikan
Published by CV. LAFADZ JAYA
ISSN : -     EISSN : 28098544     DOI : https://doi.org/10.54443/sibatik
Core Subject : Economy, Science, Education, Art, Social,
Arts Computer Science & IT Economics, Econometrics & Finance Education Social Sciences
SIBATIK JOURNAL merupakan jurnal ilmiah populer bidang Sosial, Ekonomi, Budaya, Teknologi, dan Pendidikan yang terbit setiap bulan. SIBATIK JOURNAL menerima naskah hasil penelitian dan hasil kajian yang memunculkan gagasan-gagasan ilmiah dan aktual di bidang Sosial, Ekonomi, Budaya, Teknologi, dan Pendidikan.
Arjuna Subject : Umum - Umum
Articles 1,232 Documents
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PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT UNTUK MENINGKATKAN VOLUME TRANSAKSI INVESTASI MELALUI LOYALITAS NASABAH EMERALD BNI KANTOR CABANG JAKARTA PLUIT Suci Junjungan; Dini Hariyanti
SIBATIK JOURNAL: Jurnal Ilmiah Bidang Sosial, Ekonomi, Budaya, Teknologi, Dan Pendidikan Vol. 5 No. 8 (2026)
Publisher : Penerbit Lafadz Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47353/sibatik.v5i8.5421

Abstract

The increasingly competitive banking industry requires banks to rely not only on interest income but also on revenue generated from investment products and services. One strategy that can be implemented to achieve this objective is Customer Relationship Management (CRM), which focuses on establishing and maintaining long-term relationships with customers. This study aims to examine the effect of Customer Relationship Management on investment transaction volume and customer loyalty, as well as to investigate the mediating role of transaction volume in the relationship between Customer Relationship Management and customer loyalty among Emerald customers at BNI Jakarta Pluit Branch.This study employed a quantitative research approach using a survey method. Data were collected through questionnaires distributed to 107 Emerald customers of BNI Jakarta Pluit Branch, selected using a purposive sampling technique. The data were analyzed using the Structural Equation Modeling–Partial Least Squares (SEM-PLS) method.The findings indicate that Customer Relationship Management has a positive and significant effect on both investment transaction volume and customer loyalty. These results suggest that effective CRM implementation enhances the quality of the relationship between the bank and its customers through trust, communication, commitment, and conflict handling, thereby encouraging higher investment transaction activities while strengthening customer loyalty. However, investment transaction volume does not have a significant effect on customer loyalty. Furthermore, transaction volume does not mediate the relationship between Customer Relationship Management and customer loyalty. These findings imply that customer loyalty is influenced more by the quality of the relationship and service experience provided by the bank than by the magnitude of customers' investment transaction activities.The findings of this study imply that BNI should continue strengthening its Customer Relationship Management practices by improving communication quality, providing more personalized services, and utilizing data-driven technologies to better understand customer needs. These strategies are expected to foster long-term customer relationships, enhance customer loyalty, and encourage the growth of investment transaction volume.
PERSEPSI PEGAWAI DAN NASABAH BNI TERHADAP PENERAPAN WONDR BY BNI Artiani Puspandari; Tri Kunawangsih
SIBATIK JOURNAL: Jurnal Ilmiah Bidang Sosial, Ekonomi, Budaya, Teknologi, Dan Pendidikan Vol. 5 No. 8 (2026)
Publisher : Penerbit Lafadz Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47353/sibatik.v5i8.5425

Abstract

Digital transformation has encouraged Bank Negara Indonesia (BNI) to introduce Wondr by BNI as a replacement for BNI Mobile Banking to improve service quality and operational efficiency. This study compares BNI employees' and customers' perceptions of Wondr by BNI across four dimensions: acceptance and understanding of new features, effectiveness and ease of use, operational and technical constraints during the transition, and the impact on service quality and complaint-handling efficiency. A quantitative descriptive-comparative design was employed at BNI Pecenongan and Tanjung Priok Branch Offices from March to July 2026. The sample consisted of 203 employees selected through total sampling and 100 customers. Data were collected using Likert-scale questionnaires, tested for validity and reliability, and analyzed using descriptive statistics and the non-parametric Mann-Whitney U test because the data were non-normal and most dimensions were not homogeneous. All hypotheses were supported (p=0.000). Employees consistently reported higher mean scores than customers for feature acceptance and understanding (4.11 vs 3.98), effectiveness and ease of use (4.18 vs 3.83), transition constraints (4.15 vs 3.81), and impact on service quality and complaint handling (4.21 vs 3.98). The findings reveal a perception gap between internal users and end users. System stability, a simpler user experience, stronger customer education, and employee capacity building as digital advisors should therefore become key priorities in improving the implementation of Wondr by BNI.

Page 124 of 124 | Total Record : 1232

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