PENGARUH KEPERCAYAAN DAN KOMITMEN TERHADAP LOYALITAS NASABAH BANK MANDIRI CABANG UNJ PADA MAHASISWA FAKULTAS EKONOMI UNIVERSITAS NEGERI JAKARTA

WARDHANI, PUTRIE NURULIA (2019) PENGARUH KEPERCAYAAN DAN KOMITMEN TERHADAP LOYALITAS NASABAH BANK MANDIRI CABANG UNJ PADA MAHASISWA FAKULTAS EKONOMI UNIVERSITAS NEGERI JAKARTA. S1 thesis, Fakultas Ekonomi.

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Abstract

PUTRIE NURULIA WARDHANI, Influence of Trust and Commitment to Customer Loyalty of Bank Mandiri UNJ Branch for Students of the Faculty of Economics, Jakarta State University. This research was conducted at the Faculty of Economics, Jakarta State University, for 6 months from February to July 2019. The purpose of this study was to determine the effect of trust and commitment to customer loyalty of Bank Mandiri UNJ Branch to Students of the Faculty of Economics at Jakarta State University. The research method that the researcher uses is a survey method with a questionnaire, the population used is all students of the Faculty of Economics, Jakarta State University. The sampling technique used was a Purposive sampling technique of 120 people. The resulting regression equation is Ŷ = 1,570 + 0,356 X1 + 0,422 X2. The requirements analysis test is the normality test with the Kolmogorov-Smimov test with a significance level (α) = 5% or 0.05 and produces a significant level of Y value of 0.200, X1 is worth 0.200, X2 is 0.200. Because the significance level of the three variables is> 0.05, it can be concluded that the data are normally distributed and can be used in subsequent analyzes. Regression linearity test Y for X1 and Y over X2 produces a significance value in linearity, which is 0,000 <0,05, so it is concluded that it has a linear relationship. From the Y regression test for X1 and X2 it produces Fcount> Ftable, which is 42,176> 3,072, so it can be concluded that the regression equation is significant. Next, the t test and Y above X1 thitung 4.529> ttable = 1.65798, Y over X2 thitung 5.169> t table = 1.65798. The coefficient of determination obtained is 0.535 for trust, 0.563 for commitment. Then it can be concluded that trust and commitment to explain customer loyalty simultaneously are 41.9% while the remaining 58.1% is explained by other variables. Keywords: Customer Loyalty, Trust, Commitment

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