International Journal of Social Science & Economic Research
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Title:
DETERMINANTS OF CUSTOMER TRUST AND IT'S IMPLICATIONS ON CUSTOMER LOYALTY BANK PERSERO IN SOUTH TANGERANG CITY

Authors:
Juhaeri, Ali Maddinsyah and Sewaka

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Juhaeri, Ali Maddinsyah and Sewaka
Department of Management, Faculty of Economic, University of Pamulang, South Tangerang, Jakarta, Indonesia

MLA 8
Juhaeri, et al. "DETERMINANTS OF CUSTOMER TRUST AND IT'S IMPLICATIONS ON CUSTOMER LOYALTY BANK PERSERO IN SOUTH TANGERANG CITY." Int. j. of Social Science and Economic Research, vol. 5, no. 2, Feb. 2020, pp. 334-353, ijsser.org/more2020.php?id=23. Accessed Feb. 2020.
APA
Juhaeri, Maddinsyah, A., & Sewaka. (2020, February). DETERMINANTS OF CUSTOMER TRUST AND IT'S IMPLICATIONS ON CUSTOMER LOYALTY BANK PERSERO IN SOUTH TANGERANG CITY. Int. j. of Social Science and Economic Research, 5(2), 334-353. Retrieved from ijsser.org/more2020.php?id=23
Chicago
Juhaeri, Ali Maddinsyah, and Sewaka. "DETERMINANTS OF CUSTOMER TRUST AND IT'S IMPLICATIONS ON CUSTOMER LOYALTY BANK PERSERO IN SOUTH TANGERANG CITY." Int. j. of Social Science and Economic Research 5, no. 2 (February 2020), 334-353. Accessed February, 2020. ijsser.org/more2020.php?id=23.

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Abstract:
The purpose of this study is to determine and analyze the effect of e-banking and brand image partially or together on customer trust. To find out and analyze the influence of e-banking, brand image and customer trust partially or jointly on customer loyalty. The population of this study is e-banking users at 60 branch offices of the Bank Persero group in South Tangerang City.
The research method used in this research is descriptive survey method and explanatory survey with a sample size of 330 respondents, and the data analysis method used is SEM (Structural Equation Modeling).
Based on the results of the study, the following findings were found: e-banking and brand image both partially and jointly have a positive and significant effect on customer trust with a contribution of 66% and 34% influenced by variables outside the e-banking variable and brand image. Partially the most dominant brand image influences customer trust. E-banking, brand image and customer trust both partially and jointly have a positive and significant effect on customer loyalty with a contribution of 80% and 20% influenced by variables other than ebanking variables, brand image and customer trust. Partially, customer trust is the most dominant influence on customer loyalty. The trust variable is also able to mediate e-banking variables and brand image variables to customer loyalty variables, because the indirect effect is greater than the direct effect (PTL> PL). Therefore the trust variable is a full mediating variable.
The implication of the results of this study is that to increase customer loyalty, especially in the high recommending the Bank Persero to others is to increase customer confidence, especially in the high goodness, where customer confidence will increase if the Bank Persero in South Tangerang City is able to improve the brand image, especially on the high strength of the association brand and improve e-banking services especially on high customer service.