Pengaruh Customer Experience dan Customer Loyalty terhadap Financial Performance pada Layanan Digital Bank dari Perspective Customer
نویسندگان
چکیده
The Covid-19 pandemic has changed people’s transaction patterns from offline to online. With this pattern of changes, many mini banks have been transformed into digital banks. However, not all can attract customers, so the bank business expansion failed. For example, failure several in developed countries such as Germany and UK. Therefore, need customers do be active transactions by increasing positive experiences customer loyalty an effort retain new trying use application well existing that they produce good performance survive long term. This study aims test whether 1) experience predict financial performance, 2) performance. sample was selected using a non-probability sampling method form purposive technique on 288 respondents processed Partial Least Square-Structural Equation Modeling (PLS-SEM) research hypothesis. results indicate significant effect predicting banking services perspective. Pandemi telah mengubah pola transaksi masyarakat yang sebelumnya menjadi Dengan adanya perpindahan ini, membuat banyak disulap digital. Namun, tidak semua mampu menarik sehingga ekspansi bisnis gagal. Sebagai contoh kegagalan beberapa di negara maju seperti Jerman dan Inggris. Oleh sebab itu, perlu minat untuk menggunakan layanan aktif dalam bertransaksi, dengan cara meningkatkan pengalaman positif loyalitas sebagai upaya mempertahankan baru mencoba aplikasi maupun sudah ada menghasilkan kinerja baik bertahan jangka panjang. Penelitian ini bertujuan menguji apakah dapat memprediksi keuangan, keuangan. Sampel dipilih metode berupa teknik pada responden diolah hipotesis penelitian. Hasil penelitian menunjukkan bahwa berpengaruh signifikan keuangan dari
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ژورنال
عنوان ژورنال: Jurnal manajemen bisnis dan kewirausahaan
سال: 2022
ISSN: ['2598-0289']
DOI: https://doi.org/10.24912/jmbk.v6i5.20322