CUSTOMER LOYALTY MEASUREMENT USING ELECTRONIC BANKING AND CUSTOMER RESPONSIVENESS

Suharto Suharto & Finny Ligery (2018) Customer Loyalty Measurement Using Electronic Banking And Customer Responsiveness

International Journal Of Economics, Commerce And Management, United Kingdom, 6(12); 284-298


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ABSTRAK

This study aims to determine the structural models customer loyalty, electronic banking, and customer responsiveness. Primary data are taken using questionnaire with sampling technique was proportional stratified random sampling includes 110 customers of the Bank BRI Lampung Province. Research findings in structural equation modeling show that electronic banking has a significant effect on customer responsiveness and customer loyalty. This shows that using technology will affect customer responsiveness and customer loyalty. In addition, customer responsiveness has a significant influence on customer loyalty. The test results showed that responsiveness of officers in providing services to customers will increase customer loyalty. Based on the research results, it is suggested that officers should provide excellent service and maintain customer satisfaction.
Keywords: Electronic banking, customer responsiveness, customer loyalty


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