Analysis CSR quality program, CSR officer competence, Trust in building Satisfaction and improve Loyalty (Analysis of CSR programs in PT. Bank Negara Indonesia (Persero). Tbk)

Abstract

Banking deregulation October 27, 1988 concerning the elimination barrier to entry in Indonesia, making sernakin growing number of banks in Indonesia, it creates banking competition is getting tougher. Law (UU) No. 40 of 2007 regarding Limited Liability Company (PT) contains about provisions that require companies to set aside part of its profits to CSR (Corporate Social Responsibility). PT. Bank Negara Indonesia (Persero) Tbk has been running CSR activities through the Partnership Program and Community Development. Based on the data distribution of funds PKBL in Partnership website (February 7, 2011), PT. Bank Negara Indonesia (Persero) Tbk is one of the companies included in the five largest distribution companies PKBL funds in the period 2011-2012. This study will discuss improving customers loyalty Partnership through the effective implementation of CSR programs, implementing competency of the Partnership, Trust and customers satisfaction. The sampling technique using purposive sampling method. The fourth hypothesis test results to prove that entirely acceptable. Based on the research results can be concluded that there are two factors that significantly affect satisfaction that the effective implementation of CSR programs and competency of implementing CSR. Trust is also a significant effect on customers loyalty.