Loyalitas Nasabah pada Bank Papua Cabang Yogyakarta
Abstract: This study aims to
analyze the factors that affect customer loyalty to customers of Bank Papua
Branch Yogyakarta. Customer loyalty in this research is influenced by trust,
switching barriers and bank image. Respondents in this study are all students
who have savings in Bank Papua branch of Yogyakarta and domiciled in
Yogyakarta. This research is a survey research by using questionnaires. The
analytical tool used for hypothesis testing is SEM-PLS. The results of data
analysis show that trust has a significant positive effect on switching
barriers and image. Trust has no significant effect on loyalty. Switching
barriers affect loyalty. The image is not proven to have a significant effect
on loyalty.
Keyword: loyalty, trust,
switching barriers and image
Penulis: Nevri Bayage Bayage,
Dyah Sugandini, Purbudi Wahyuni
Kode Jurnal: jpmanajemendd180203
