PENGARUH GREEN BANKING TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN DALAM PENGGUNAAN INTERNET BANKING (Studi Pada Nasabah Bank Syariah Mandiri cabang Thamrin yang Menggunakan Internet Banking)

JULIANA, Trisna (2018) PENGARUH GREEN BANKING TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN DALAM PENGGUNAAN INTERNET BANKING (Studi Pada Nasabah Bank Syariah Mandiri cabang Thamrin yang Menggunakan Internet Banking). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study aims to demonstrate empirically the effect of Green Banking on Satsifaction and Loyalty customer use internet banking. Independent variables used in this study is Electronic Customer Relationship Management (e-CRM) and Electronic Banking (e-Banking). While the dependent variable in this study is the Satisfaction and Loyalty Customer. The process of data collections by means of convenience sampling method by randomly taking all customers that have used internet banking in Bank Syariah Mandiri branch Thamrin. These customers are totaled 400 internet banking users. The method analysis used in this research are descriptive statistical tests, validity, reliability test, classic assumption test, test the coefficient of determination, test multiple linear regression analysis and hypothesis testing with the help of Statistical Product and Service Solution (SPSS) version 24 and Microsoft Excel 2013. The results indicates that the variable of electronic customer relationship management and variable electronic banking effect on satisfaction and loyalty customer use internet banking. Keywords : Green banking, e-CRM, e-Banking, satisfaction and loyalty customer, Internet banking. Penelitian ini bertujuan untuk membuktikan secara empiris pengaruh green banking terhadap kepuasan dan loyalitas pelanggan dalam penggunaan internet banking baik secara simultan maupun parsial. Variabel independen yang digunakan dalam penelitian ini adalah electronic customer relationship management (e-CRM) dan electronic banking (e-Banking). Sedangkan variabel dependen dalam penelitian ini adalah kepuasan dan loyalitas pelanggan. Proses pengumpulan data menggunakan metode convenience sampling dengan menyebar kuesioner kepada nasabah pengguna internet banking Bank Syariah Mandiri cabang Thamrin secara acak. Nasabah berjumlah 400 pengguna internet banking. Metode analisis dalam penelitian ini adalah uji statistik deskriptif, uji validitas, uji reliabilitas, uji asumsi klasik, uji koefisien determinasi, uji analisis regresi linear berganda dan uji hipotesis dengan bantuan Statistical Product and Service Solution (SPSS) versi 24 dan Microsoft Excel 2013. Hasil penelitian ini menunjukan bahwa variabel electronic customer relationship management dan electronic banking berpengaruh terhadap kepuasan dan loyalitas pelanggan menggunakan internet banking. Kata Kunci : Green Banking, e-CRM, e-Banking, kepuasan dan loyalitas pelanggan, internet banking.

Item Type:	Thesis (S1)
Call Number CD:	FE/AK. 18 717
Call Number:	SE/32/18/320
NIM/NIDN Creators:	43213120019
Uncontrolled Keywords:	Green Banking, e-CRM, e-Banking, kepuasan dan loyalitas pelanggan, internet banking.
Subjects:	200 Religion/Agama > 290 Other Religions/Agama Selain Kristen > 297 Agama Islam/Islam > 297.4 Islamic law/Hukum Islam > 297.43 Muamalat/Muamalat > 297.433 Lease, Borrow-borrow, Labor, Bank, Usury, Insurance/Sewa-menyewa; Pinjam-meminjam; Perburuhan; Bank; Riba; Asuransi 300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi 300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 332 Financial Economics, Finance/Ekonomi Keuangan dan Finansial, Ekonomi Biaya dan Pembiayaan 300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 332 Financial Economics, Finance/Ekonomi Keuangan dan Finansial, Ekonomi Biaya dan Pembiayaan > 332.1 Banks/Bank, Perbankan 300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 332 Financial Economics, Finance/Ekonomi Keuangan dan Finansial, Ekonomi Biaya dan Pembiayaan > 332.2 Specialized Banking Institutions/Institusi Perbankan Khusus 300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 332 Financial Economics, Finance/Ekonomi Keuangan dan Finansial, Ekonomi Biaya dan Pembiayaan > 332.8 Interest and Discount/Bunga Bank dan Diskon 300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 334 Cooperative/Koperasi, Sistem Perkoperasian 300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 334 Cooperative/Koperasi, Sistem Perkoperasian > 334.2 Banking and Credit Cooperatives/Koperasi Perbankan dan Kredit
Divisions:	Fakultas Ekonomi dan Bisnis > Akuntansi
Depositing User:	Dede Muksin Lubis
Date Deposited:	14 Mar 2019 03:55
Last Modified:	06 Jul 2024 04:41
URI:	http://repository.mercubuana.ac.id/id/eprint/47996

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