SKRIPSI PENGARUH CUSTOMER VALUE DAN CONSUMER PARTICIPATION TERHADAP LOYALTY MELALUI SATISFACTION DAN TRUST PADA NASABAH BANK BCA DI KOTA SAMARINDA Oleh: LIUBANA, STEPHANIE ANANTA PUTRI NIM 17652059 KEMENTERIAN PENDIDIKAN DAN KEBUDAYAAN POLITEKNIK NEGERI --

ABSTRACT
The purpose of this study is to analyze and prove the influence of Customer Value on Loyalty on BCA Bank customers in Samarinda City, the influence of Customer Value on Satisfaction on BCA Bank customers in Samarinda City, the influence of Customer Value on Trust on BCA Bank customers in Samarinda City, the influence of Consumer Participation on Satisfaction on BCA Bank customers in Samarinda City, influence of Consumer Participation on Trust on BCA Bank customers in Samarinda City, influence of Consumer Participation on Loyalty on BCA Bank customers in Samarinda City, influence of Satisfaction on Trust on BCA Bank customers in Samarinda City, influence on Satisfaction towards Loyalty on BCA Bank customers in Samarinda City, the influence of Loyalty to Trust on BCA Bank customers in Samarinda City. This study uses a survey method with samples obtained online as many as 146 samples spread across the city of Samarinda with the Accidental Sampling Method sampling technique. Data from respondents (Primary Data) was tabulated and tested using statistical methods. Data were collected using research tools (questionnaires) which have been tested for validity and reliability. From the test results, all research question instruments were declared valid (coefficient value > 0.30) and declared reliable (alpha value > 0.60).
The results of the study after statistical testing with SEM-AMOS version 5.0 showed the following results Customer Value had no significant effect on Loyalty on BCA Bank customers in Samarinda City, Customer Value had a significant effect on Satisfaction on BCA Bank customers in Samarinda City, Customer Value did not has a significant effect on Trust on BCA Bank customers in Samarinda City, Consumer Participation has a significant effect on Satisfaction on BCA Bank customers in Samarinda City, Consumer Participation has a significant effect on Trust on BCA Bank customers in Samarinda City, Consumer Participation has no significant effect on Loyalty on BCA Bank customers in Samarinda City, Satisfaction has a significant effect on Trust on BCA Bank customers in Samarinda City, Satisfaction has a significant effect on Loyalty on BCA Bank customers in Samarinda City and Trust has no significant effect on Loyalty on BCA Bank customers in Samarinda City.
Keywords : Customer Value, Consumer Participation, Satisfaction, Trust, Loyalty