The Influence of Customer Trust and Value on Customer Loyalty Small and Medium Business (Smes) PT Bank Rakyat Indonesia Branch Office Cilegon

Ilomata International Journal of Management Pub Date : 2022-07-31 DOI:10.52728/ijjm.v3i3.488

Hamdan Hamdan

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Abstract

Small and Medium Enterprises (SMEs) Customer Loyalty can be created through customer trust and value. In this study, specifically discusses the loyalty of Small and Medium Enterprises (SMEs) customers at PT. Bank Rakyat Indonesia Cilegon Branch Office. This study aims to determine the effect of two independent variables, namely the trust variable and customer value on the dependent variable, namely the loyalty variable of Small and Medium Enterprises (SMEs). The method of data collection in this study is to use a questionnaire, observation and documentation. The number of samples in this study was 1 00 respondents. Then an analysis was carried out on the data that had been obtained using the quantitative analysis method. The results of the study show that trust has a positive influence on the loyalty of Small and Medium Enterprises (SMEs) customers and customer value also has a positive influence on the loyalty of Small and Medium Enterprises (SMEs). positive on the loyalty of Small and Medium Enterprises (SMEs) customers of PT Bank Rakyat Indonesia Cilegon Branch Office

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客户信任与价值对中小企业客户忠诚的影响印尼人民银行分行

中小企业顾客忠诚可以通过顾客信任和价值来创造。在本研究中，具体讨论了印尼人民银行西列贡分行中小企业客户的忠诚度。本研究旨在确定两个自变量，即信任变量和顾客价值对因变量，即中小企业忠诚变量的影响。本研究的资料收集方法为问卷调查法、观察法和文献法。本研究的样本数量为100名受访者。然后用定量分析的方法对得到的数据进行分析。研究结果表明，信任对中小企业顾客忠诚度有正向影响，顾客价值对中小企业顾客忠诚度也有正向影响。对印尼人民银行西列贡分行中小企业客户的忠诚度有正面影响

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Ilomata International Journal of Management

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