Analisis Hubungan Antara Benevolence Trust, Customer Citizenship Behavior, Repurchase Intention, dan Perceived Contribution In Others’ Welfare Pada Bank Ramah Lingkungan
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Institusion
Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya
Author
Pratiwi, Ratna Antika
Subject
658.8 - MANAGEMENT OF MARKETING
Datestamp
2023-05-26 08:00:18
Abstract :
This study aims to examine the relationship between benevolence trust, customer citizenship behavior, repurchase intention, perceived contribution in others' welfare. The sample in this study consisted of 237 respondents who were customers of Bank Central Asia, Bank Rakyat Indonesia, and Bank Mandiri. The analysis technique used in this research is convenience sampling using Structural Equation Modeling-Partial Least Square (SEM-PLS) with Smart-PLS 3 to test instruments and hypotheses. The results in this study indicate that benevolence trust has a significant positive effect on customer citizenship behavior, customer citizenship behavior has a significant positive effect on repurchase intention, customer citizenship behavior has a significant positive effect on perceived contribution in others' welfare. Research on increasing benevolence trust will make customers behave voluntarily to benefit the bank is still limited. This study found that banks can increase benevolence trust to influence customer voluntary behavior which can then also increase repurchase intention and perceived contribution in others' welfare. Keyword: Benevolence Trust, Customer Citizenship Behavior, Repurchase Intention, Perceived Contribution in Others? Welfare
This study aims to examine the relationship between benevolence trust, customer citizenship behavior, repurchase intention, perceived contribution in others' welfare. The sample in this study consisted of 237 respondents who were customers of Bank Central Asia, Bank Rakyat Indonesia, and Bank Mandiri. The analysis technique used in this research is convenience sampling using Structural Equation Modeling-Partial Least Square (SEM-PLS) with Smart-PLS 3 to test instruments and hypotheses. The results in this study indicate that benevolence trust has a significant positive effect on customer citizenship behavior, customer citizenship behavior has a significant positive effect on repurchase intention, customer citizenship behavior has a significant positive effect on perceived contribution in others' welfare. Research on increasing benevolence trust will make customers behave voluntarily to benefit the bank is still limited. This study found that banks can increase benevolence trust to influence customer voluntary behavior which can then also increase repurchase intention and perceived contribution in others' welfare. Keyword: Benevolence Trust, Customer Citizenship Behavior, Repurchase Intention, Perceived Contribution in Others? Welfare
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