This article examines the effect of Corporate Social Responsibility (CSR) programs on customer loyalty that is mediated by service quality, trust and electorinic customer satisfaction. Using a sample of 207 BUKU 4 bank customers in Indonesia who have accounts for more than six months. The survey was conducted by filling out an online questionnaire. Data analysis used Structural Equation Modeling (SEM). The results obtained from this study indicate that CSR mediated by electronic service quality, trust, and customer satisfaction overall has a positive influence on customer loyalty of banks in Indonesia. This study reveals that the bank is not only oriented towards business profit, but also carry out CSR programs in a sustainable manner. The CSR program is considered important, because it can build effective communication with customers and prospective customers. It can also increase customer awareness. In addition, currently the technology owned by the bank will be a factor that can build consumer loyalty. ABSTRAK Artikel ini menguji pengaruh program Corporate Social Responsibility (CSR) terhadap loyalitas pelanggan yang dimediasi oleh kualitas layanan, kepercayaan dan kepuasan pelanggan elektronik. Menggunakan sampel 207 nasabah bank BUKU 4 di Indonesia yang memiliki rekening lebih dari enam bulan. Survei dilakukan dengan mengisi kuesioner online. Analisis data menggunakan Structural Equation Modelling (SEM). Hasil yang diperoleh dari penelitian ini menunjukkan bahwa CSR yang dimediasi oleh electronic service quality, trust, dan customer satisfaction secara keseluruhan berpengaruh positif terhadap loyalitas nasabah bank-bank di Indonesia. Studi ini mengungkapkan bahwa bank tidak hanya berorientasi pada keuntungan bisnis, tetapi juga menjalankan program CSR secara berkelanjutan. Program CSR dinilai penting, karena dapat membangun komunikasi yang efektif dengan pelanggan dan calon pelanggan. Hal ini juga dapat meningkatkan kesadaran pelanggan. Selain itu, saat ini teknologi yang dimiliki bank akan menjadi faktor yang dapat membangun loyalitas konsumen.JEL: M30, M31, M39
This study aims to examine financial literacy in millennials in Indonesia. The dependent variable used in this study is a propensity for indebtness. The independent variable used is financial literacy as measured by financial behaviour, financial attitude and financial knowledge. Variables that act as independent dependent variables are materialism and compulsive buying. The sample of this study used 535 respondents who used a purposive sampling method. The data analysis model used is structural equation modelling (SEM). The results of this study indicate that financial literacy has a negative impact on propensity to indebtedness, materialism has a positive impact on compulsive buying, compulsive buying has a positive impact on propensity to indebtedness, materialism has a positive impact on compulsive buying, financial literacy has a negative impact on materialism and literacy finance has a positive impact on compulsive buying. Therefore, raising the level of financial literacy from an early age on individuals through financial education can lead a prosperous life and can be effective in minimizing negative behaviours such as compulsive buying, materialism, and propensity to indebtness. This research is unique and innovative in so far as measuring the direct impact of financial literacy is very influential on other factors such as compulsive buying, materialism, and propensity to indebtedness which is that financial literacy has a far more significant impact than shown by other academic studies, especially on the millennial generation in Indonesia.
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