Loyalitas Nasabah Dan Kinerja Perbankan Di Indonesia

Abstract

The purpose of this study was to investigate the impact of customer loyalty on firm performance in the banking industry in Indonesia. This study used sample of banking firms listed on the Indonesian Stock Exchange. The data was processed and analyzed by Partial Least Square (PLS). We hypothesized that firm's financial performance, market performance, and non-financial performance were positively affected by customer loyalty. The results provided an evidence which was consistent with the hypothesis. It showed that customer loyalty provided incremental information to the firm's performance that consisted of financial performance, market performance, and nonfinancial performance. AbstrakPenelitian ini bertujuan untuk menginvestigasi dampak loyalitas nasabah terhadap kinerja perusahaan pada industri perbankan di Indonesia. Penelitian ini menggunakan sampel perusahaan perbankan yang terdaftar di Bursa Efek Indonesia (BEI). Data diolah dan dianalisis dengan Partial Least Square (PLS). Penelitian ini menduga bahwa kinerja keuangan, kinerja pasar, dan kinerja non-keuangan perbankan dipengaruhi secara positif oleh loyalitas nasabah. Hasil penelitian memberikan bukti yang konsisten dengan dugaan tersebut. Hasil penelitian menunjukkan bahwa loyalitas nasabah memberikan incremental information terhadap kinerja perbankan yang terdiri dari kinerja keuangan, kinerja pasar, dan kinerja non-keuangan.