THE INFLUENCE OF SUMUT MOBILE DEVELOPMENT ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY
Abstrak
This study was used to measure the influence of the development of North Sumatra mobile on customer satisfaction and customer loyalty. This research is a quantitative study of the object used is Bank of North Sumatra customers who use Sumut Mobile. This research was conducted using the sampling technique used is purposive sampling, one of the non-random sampling techniques. The number of samples used in this study was 48 respondents. The design used in this study is a hypothesis test using the structural equitation model (SEM) – SmartPLS 3.2.9. The results of this study provide an explanation that the variables of customer satisfaction and the development of North Sumatra mobile affect customer loyalty. The results of this study provide a renewal of the North Sumatra mobile system in increasing customer satisfaction and loyalty so that it is useful for the wider community. The researcher hopes to further add other independent variables that can affect customer loyalty that were not studied in this study.Referensi
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Prasetyo, Dwi Endra, Ida Bagus Nyoman Udayana, and Putri Dwi Cahyani. 2023. “The Influence ofService Quality and Brand Image on BCA Syariah Customer Loyalty with Customer Satisfaction as a Variable.” Journal of Islamic Economic Law 6(1): 55. doi:10.30595/jhes.v6i1.16738.
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Riadi, Ahmad. 2019. “Strategy to Improve Customer Service Quality of the State Islamic University of North Sumatra.”
Sari, Rosa Jatnika, and Ine Aprianti. 2020. “The Influence of Service Quality and Trust on Customer Loyalty Decisions.” JEMPER (Journal of Banking Management Economics) 2(2): 77. doi:10.32897/jemper.v2i2.377.
Siburian, Ind Tigana Prasetyo, Handoyo Djoko, and Widayanto. 2020. “The Influence of Service Quality and Customer Satisfaction on Customer Loyalty at Bank Mandiri Semarang.” Journal of Business Administration : 1–10.
Sondakh, Conny. 2014. “Service Quality, Brand Image and Its Influence on Customer Satisfaction and Loyalty of Savings Customers (Study on Taplus BNI Manado Branch Customers).” Journal of Business and Management Research 3(1): 19–32. https://ejournal.unsrat.ac.id/v3/index.php/jrbm/article/view/7525.
Sudirman, Muh Sajjaj, Muhammad Imran, and Dimas Prayoga. 2024. “The Effect of Risk and Service Quality on Customer Loyalty of BSI Mobile Banking Users.” Equilibrium: Journal of Economics-Management-Accounting 20(1): 71. doi:10.30742/equilibrium.v20i1.2963.
North Sumatra, Bank, Sharia Office, Branch Office, and Neneng Julia. 2013. “POSTGRADUATE PROGRAM STATE ISLAMIC INSTITUTE Abstract Consumer Behavior Analysis Of Product Savings And Effect On Making.”
Aritonang, Rosalin Yunita, and Isnadul Noer Afifah. 2021. “ANALYSIS OF CUSTOMER SATISFACTION TOWARDS M-BANKING SERVICES AT PT BANK SUMUT KISARAN BRANCH.” : 450–58.
Cesariana, Carmelia, Fadlan Juliansyah, and Rohani Fitriyani. 2022. “PURCHASE DECISION MODEL THROUGH CONSUMER SATISFACTION IN THE MARKETPLACE: PRODUCT QUALITY AND SERVICE QUALITY (LITERATURE REVIEW OF MARKETING MANAGEMENT).” 3(1): 211–24.
2019. “Method of Payment Adoption in Indonesia E-Commerce.” The Asian Journal of Technology Management (AJTM) 12(2): 94–102. doi:10.12695/ajtm.2019.12.2.2.
Gonz, Manuel. “Estimates of the Natural Rate of Interest Consistent with a Supply-Side Structure and a Monetary Policy Rule for the U.S. Economy ∗ .” : 137–99.
Hafizh, Afwan, Tri Inda Fadhila Rahma, and Nurul Jannah. 2023. “The Effect of Service Quality and Convenience on BSI Mobile Banking Customer Loyalty with Satisfaction as an Intervening Variable.” Journal of Islamic Economics and Business 7(2): 427–40. doi:10.30868/ad.v7i02.5133.
Kotler, P, and B Simamora. 2001. “2.1. Theoretical Basis 2.1. 1. Product 2.1. 1.1. Definition of Product.” Eprints.Walisongo.Ac.Id : 9–33. http://eprints.walisongo.ac.id/id/eprint/2047/.
Marcella, I, PA Haris, and P Fawzia. 2022. “Determination of Customer Satisfaction and Loyalty: Service Quality and Trust (Literature Review of Marketing Management).” Journal of Educational Management and Social Sciences 3(1): 286–300. https://dinastirev.org/JMPIS/article/view/874.
Prasetyo, Dwi Endra, Ida Bagus Nyoman Udayana, and Putri Dwi Cahyani. 2023. “The Influence ofService Quality and Brand Image on BCA Syariah Customer Loyalty with Customer Satisfaction as a Variable.” Journal of Islamic Economic Law 6(1): 55. doi:10.30595/jhes.v6i1.16738.
Priansa, Donni Juni, and Angger Tresna Kurniati. 2017. “Swot Analysis as the Basis for Formulating Marketing Strategy (Case Study on Indihome Products of PT. Telekomunikasi Indonesia Witel Solo).” e-Proceeding of Applied Science 3(2252): 513.
Pristiyono, Pristiyono,. 2019. “Factors Affecting Customer Satisfaction and Its Impact on Customer Loyalty of PT.BRI Simpang Enam Rantauprapat.” Ecobisma (Journal of Economics, Business and Management) 4(1): 19–28. doi:10.36987/ecobi.v4i1.697.
Riadi, Ahmad. 2019. “Strategy to Improve Customer Service Quality of the State Islamic University of North Sumatra.”
Sari, Rosa Jatnika, and Ine Aprianti. 2020. “The Influence of Service Quality and Trust on Customer Loyalty Decisions.” JEMPER (Journal of Banking Management Economics) 2(2): 77. doi:10.32897/jemper.v2i2.377.
Siburian, Ind Tigana Prasetyo, Handoyo Djoko, and Widayanto. 2020. “The Influence of Service Quality and Customer Satisfaction on Customer Loyalty at Bank Mandiri Semarang.” Journal of Business Administration : 1–10.
Sondakh, Conny. 2014. “Service Quality, Brand Image and Its Influence on Customer Satisfaction and Loyalty of Savings Customers (Study on Taplus BNI Manado Branch Customers).” Journal of Business and Management Research 3(1): 19–32. https://ejournal.unsrat.ac.id/v3/index.php/jrbm/article/view/7525.
Sudirman, Muh Sajjaj, Muhammad Imran, and Dimas Prayoga. 2024. “The Effect of Risk and Service Quality on Customer Loyalty of BSI Mobile Banking Users.” Equilibrium: Journal of Economics-Management-Accounting 20(1): 71. doi:10.30742/equilibrium.v20i1.2963.
North Sumatra, Bank, Sharia Office, Branch Office, and Neneng Julia. 2013. “POSTGRADUATE PROGRAM STATE ISLAMIC INSTITUTE Abstract Consumer Behavior Analysis Of Product Savings And Effect On Making.”
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