pengaruh kualitas program loyalitas dan layanan elektronik terhadap loyalitas di mediasi manfaat yang dirasakan dan di moderasi oleh gender pada nasabah bank rakyat indonesia di surabaya
Daftar Isi:
- loyalty program is a program organized by banks to make customers more loyal to the services provided by the bank. based on the performance of loyalty program in 2012-2013 shows that bri loyalty program has decreased performance. the research is meant to find out the influence of loyalty program quality and electronic services on customer’s loyalty mediated by perceived value and moderated by gender in customer’s bri at surabaya. determination pf the number of samples in this study using judgement sampling methods. the data in this study were descriptive analysis using spss version 16.0 and warpls version 6.0. based on the survey through the dissemination of questionnaires to 145 bri customers with predetermined criteria, reward, usefulness information and ease of use has significant positive on the perceived value. the security did not have significant positive effect on the perceived value. the perceived value has significant positive on the loyalty and gender,and gender moderates the relationship between perceived value to loyalty.