Eksplorasi Anteseden Kepuasan Nasabah: Sebuah Kerangka Penelitian Terpadu untuk Bank di Kabupaten Pamekasan
Abstract
The banking sector requires finding the right strategy in providing Customer Satisfaction and increase Customer Loyalty. Based on previous empirical researches, this study emphasizes the importance of Relationship Management (CRM), Innovation Capability, Corporate Image, Corporate Social Responsibility (CSR), and Ethical Behavior as the antecedents of Customer Satisfaction. Data were collected from 400 customers of Bank in Pamekasan Regency, and analyzed by using Structural Equation Model (SEM). The major findings include. 1) Customer Relationship Management (CRM) have significant effect on Customer Satisfaction. 2) Innovation Capability has significant effect on Customer Satisfaction. 3) Corporate Image has significant effect on Customer Satisfaction. 4) Corporate Social Responsibility (CSR) has significant effect on Customer Satisfaction. 5) Ethical Behavior has significant effect on Customer Satisfaction, and 6) Customer Satisfaction has significant effect on Customer Loyalty.
Moraref