STUDI TENTANG MENINGKATKAN MINAT MEREFERENSIKAN MELALUI KEPERCAYAAN NASABAH (Studi pada PT. Bank Bukopin Cabang Yogyakarta)

Abstract

The purpose of this research is to test the influences of company reputation, perceived usefullness and perceived of risk on customer satisfaction and customer trust to increase reference intention. Using these variables, the usage of these variables are able to solve the arising problem within Bukopin Yogyakarta branches. The samples size of this research is 100 customers Bukopin Yogyakarta branches. Using the Structural Equation Modelling (SEM). The results show that the company reputation, perceived usefullness and perceived of risk on customer satisfaction and customer trust to increase reference intention. the data analysis technique used is structural equation model (SEM) of the software AMOS 21. result of SEM analysis for the full model has met the criteria for Good Of Fit full model is a chi-square of 183.294; probaility of 0.110; CMIN/DF amounted to 1.138; GFI 0.867; TLI 0.973; CFI 0.977; RMSEA 0.037. The effect of company reputation on customer satisfaction are significant; the effect of perceived of usefullness on customer satisfaction are significant; the effect of perceived of risk on customer satisfaction are significant; the effect of customer satisfaction on customer trust are significant; the effect of customer satisfaction on reference intention are significant and the effect of customer trust on reference intention are significant.