THE EFFECT OF TRUST, COMMITMENT, AND SATISFACTION ON BANK CUSTOMER LOYALTY AT POST-IMPLEMENTATION OF AUTOMATIC EXCHANGE OF INFORMATION (AEOI)

Abstract

Abstrak: The Effect of Trust, Commitment, And Satisfaction on Bank Customer Loyalty at Post-Implementation Of Automatic Exchange Of Information (AEOI). This study aims at determining customer loyalty by several factors which are trust, commitment, and satisfaction post-implementation of the Automatic Exchange of Information (AEOI). This research was conducted at the Bank in Daerah Istimewa Yogyakarta using the form of a causal associative with analysis approach using quantitative methods, data collection using a survey method with a customer population of commercial bank customers in Daerah Istimewa Yogyakarta. The research sample was 200 samples using the purposive sampling method. The method of data analysis was done by using the prerequisite test, multiple linear regression, and the hypothesis by using the t-test and the F test. The results showed that: (1) Trust has a negative and insignificant effect on customer loyalty of Banks in DIY. (2) Commitment has a positive and significant effect on customer loyalty of Banks in DIY. (3) Satisfaction has a positive and significant effect on customer loyalty of Banks in DIY. (4) Trust, commitment, and loyalty have simultaneously affect on customer loyalty of Banks in DIY.

Keywords: Customer Loyalty, Trust, Commitment, and Satisfaction.

Abstrak: Pengaruh Kepercayaan, Komitmen, dan Kepuasan terhadap Loyalitas Nasabah Bank Pasca Pelaksanaan Automatic Exchange of Information (AEOI). Penelitian bertujuan untuk mengetahui loyalitas nasabah dengan beberapa faktor seperti kepercayaan, komitmen dan kepuasan nasabah pasca adanya implementasi Automatic Exchange of Information (AEOI). Penelitian ini dilakukan pada Bank Umum Daerah Istimewa Yogyakarta dalam bentuk asosiatif kausal dengan pendekatan analisanya menggunakan metode kuantitatif yaitu pengumpulan data menggunakan metode survey dengan populasi nasabah bank umum Daerah Istimewa Yogyakarta. Sampel penelitian sebanyak 200 sampel dengan menggunakan metode purposive sampling. Metode analisis data dilakukan dengan uji prasyarat, regresi linier berganda, dan hipotesis dengan uji t dan uji F. Hasil penelitian menunjukkan bahwa: (1) Kepercayaan berpengaruh negatif dan tidak signifikan terhadap loyalitas nasabah Perbankan DIY. (2) Komitmen berpengaruh positif dan signifikan terhadap loyalitas nasabah Perbankan DIY. (3) Kepuasan berpengaruh positif dan signifikan terhadap loyalitas nasabah Perbankan DIY. (4) Kepercayaan, komitmen, dan loyalitas berpengaruh secara simultan terhadap loyalitas nasabah of Perbankan DIY.

Kata Kunci: Loyalitas Nasabah, Kepercayaan, Komitmen, dan Kepuasan.