Article Sidebar

Download
PDF
Statistic
Read Counter : 379 Download : 259

Downloads

Download data is not yet available.

Main Article Content

Abstract

Small and Medium Enterprises (SMEs) Customer Loyalty can be created through customer trust and value. In this study, specifically discusses the loyalty of Small and Medium Enterprises (SMEs) customers at PT. Bank Rakyat Indonesia Cilegon Branch Office. This study aims to determine the effect of two independent variables, namely the trust variable and customer value on the dependent variable, namely the loyalty variable of Small and Medium Enterprises (SMEs). The method of data collection in this study is to use a questionnaire, observation and documentation. The number of samples in this study was 1 00 respondents. Then an analysis was carried out on the data that had been obtained using the quantitative analysis method. The results of the study show that trust has a positive influence on the loyalty of Small and Medium Enterprises (SMEs) customers and customer value also has a positive influence on the loyalty of Small and Medium Enterprises (SMEs). positive on the loyalty of Small and Medium Enterprises (SMEs) customers of PT Bank Rakyat Indonesia Cilegon Branch Office

Keywords

Trust Customer Value Customer Loyalty Small and Medium Enterprises (SMEs)

Article Details

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

How to Cite
Hamdan, H. (2022). The Influence of Customer Trust and Value on Customer Loyalty Small and Medium Business (Smes) PT Bank Rakyat Indonesia Branch Office Cilegon. Ilomata International Journal of Management, 3(3), 363-379. https://doi.org/10.52728/ijjm.v3i3.488

References

  1. Afifah, A., & Kurniawati, N. A. (2021). Influence of Service Quality Dimensions of Islamic Banks on Customer Satisfaction and Their Impact on Customer Loyalty. Journal of Islamic Economic Laws, 4(2), 105–136. https://doi.org/10.23917/jisel.v4i2.15089
  2. Agarwal, S., Chomsisengphet, S., Liu, C., Song, C., & Souleles, N. S. (2018). Benefits of relationship banking: Evidence from consumer credit markets. Journal of Monetary Economics, 96, 16–32. https://doi.org/10.1016/j.jmoneco.2018.02.005
  3. Ahmed, S., Bangassa, K., & Akbar, S. (2020). A study on trust restoration efforts in the UK retail banking industry. The British Accounting Review, 52(1), 100871. https://doi.org/10.1016/j.bar.2019.100871
  4. Austin, A., & Rahman, I. U. (2022). A triple helix of market failures: Financing the 3Rs of the circular economy in European SMEs. Journal of Cleaner Production, 361, 132284. https://doi.org/10.1016/j.jclepro.2022.132284
  5. Baziki, S. B., Kılıç, Y., & Yılmaz, M. H. (2022). Consumer loan rate dispersion and the role of competition: Evidence from Turkish banking industry. Central Bank Review, 22(1), 27–47. https://doi.org/10.1016/j.cbrev.2022.01.001
  6. Brei, M., Gadanecz, B., & Mehrotra, A. (2020). SME lending and banking system stability: Some mechanisms at work. Emerging Markets Review, 43, 100676. https://doi.org/10.1016/j.ememar.2020.100676
  7. Costa, P. W. da. (2016). Peran Pembiayaan KUR BRI Terhadap Perkembangan UMKM di Kota Malang dan Tingkat Kemampulabaan Bank BRI Unit Sawojajar. Jurnal Ilmiah Mahasiswa Fakultas Ekonomi Dan Bisnis, 3(1), 1–13. https://jimfeb.ub.ac.id/index.php/jimfeb/article/view/1385
  8. Creswell, J. W. (2017). Research Design Pendekatan Kualitatif, Kuantitatif, dan Mixed (S. Z. Qudsy (ed.); 3rd ed.). Pustaka Pelajar. https://opac.perpusnas.go.id/DetailOpac.aspx?id=1213690
  9. de la Cuesta-González, M., Paredes-Gazquez, J., Ruza, C., & Fernández-Olit, B. (2021). The relationship between vulnerable financial consumers and banking institutions. A qualitative study in Spain. Geoforum, 119, 163–176. https://doi.org/10.1016/j.geoforum.2021.01.006
  10. Duqi, A., McGowan, D., Onali, E., & Torluccio, G. (2021). Natural disasters and economic growth: The role of banking market structure. Journal of Corporate Finance, 71, 102101. https://doi.org/10.1016/j.jcorpfin.2021.102101
  11. Elliyana, E., Paerah, A., & Musdayanti. (2020). Kredit Usaha Rakyat Bank Rakyat Indonesia Dan Peningkatan Pendapatan UMKM. Jurnal Administrasi Kantor, 8(2), 153–162. https://doi.org/https://doi.org/10.51211/jak.v8i2.1449
  12. Fasano, F., & Cappa, F. (2022). How do banking fintech services affect SME debt? Journal of Economics and Business, 106070. https://doi.org/10.1016/j.jeconbus.2022.106070
  13. Febriansyah, E., Yunita, M., & Hardiansyah. (2021). Pengaruh Pembiayaan Kredit KUR Terhadap tingkat Pendapatan UMKM pada Bank BRI Syariah Kota Bengkulu. Jurnal Akuntansi Keuangan Dan Teknologi Informasi Akuntansi, 2(1), 218–221. https://doi.org/https://doi.org/10.36085/jakta.v2i1.1693
  14. Fergiawan, D. (2016). The Influence of Small and Medium Business Customer Values (SMEs) on Customer Loyalty for Small and Medium Enterprises (SMEs) at Bank Syariah Mandiri Surakarta Branch Office [Universitas Islam Negeri Surakarta]. http://eprints.iain-surakarta.ac.id/370/
  15. Hadi Putra, P. O., & Santoso, H. B. (2020). Contextual factors and performance impact of e-business use in Indonesian small and medium enterprises (SMEs). Heliyon, 6(3), e03568. https://doi.org/10.1016/j.heliyon.2020.e03568
  16. Hapsari, D. R. I., & Kurniawan, K. D. (2020). Consumer Protection in the Banking Credit Agreement in Accordance with the Principle of Proportionality under Indonesian Laws. Fiat Justisia: Jurnal Ilmu Hukum, 14(4), 337. https://doi.org/10.25041/fiatjustisia.v14no4.1884
  17. Hasan, I., Jackowicz, K., Kowalewski, O., & Kozłowski, Ł. (2017). Do local banking market structures matter for SME financing and performance? New evidence from an emerging economy. Journal of Banking & Finance, 79, 142–158. https://doi.org/10.1016/j.jbankfin.2017.03.009
  18. Hutabarat, Z., & Pandin, M. (2014). Absorptive Capacity of Business Incubator for SME’s Rural Community Located in Indonesia’s Village. Procedia - Social and Behavioral Sciences, 115, 373–377. https://doi.org/10.1016/j.sbspro.2014.02.443
  19. Janita, I., & Chong, W. K. (2013). Barriers of B2B e-Business Adoption in Indonesian SMEs: A Literature Analysis. Procedia Computer Science, 17, 571–578. https://doi.org/10.1016/j.procs.2013.05.073
  20. Karim, S., Naz, F., Naeem, M. A., & Vigne, S. A. (2022). Is FinTech providing effective solutions to Small and Medium Enterprises (SMEs) in ASEAN countries? Economic Analysis and Policy, 75, 335–344. https://doi.org/10.1016/j.eap.2022.05.019
  21. Kartajaya, H. (2009). Boosting Loyalty Marketing Performance (1st ed.). MarkPlus. https://opac.perpusnas.go.id/DetailOpac.aspx?id=500879
  22. Kautonen, T., Fredriksson, A., Minniti, M., & Moro, A. (2020). Trust-based banking and SMEs’ access to credit. Journal of Business Venturing Insights, 14, e00191. https://doi.org/10.1016/j.jbvi.2020.e00191
  23. Kitamura, K. (2022). Ethical compatibility of socially responsible banking: Comparing the Japanese main bank system with the USA. Research in International Business and Finance, 62, 101686. https://doi.org/10.1016/j.ribaf.2022.101686
  24. Kotler, P., & Keller, L. (2016). Marketing Management (15th ed.). Pearson Education Limited. t.ly/TuhY
  25. Kristiningrum, E., Ayundyahrini, M., Susanto, D. A., Setyoko, A. T., Kresiani, R. H., & Suparmanto, N. (2021). Quantifying the economic benefit of standard on auto-electric stove for Batik small medium enterprises in Indonesia. Heliyon, 7(6), e07299. https://doi.org/10.1016/j.heliyon.2021.e07299
  26. Lestantri, I. D., Janom, N. B., Aris, R. S., & Husni, Y. (2022). The perceptions towards the digital sharing economy among SMEs: Preliminary findings. Procedia Computer Science, 197, 82–91. https://doi.org/10.1016/j.procs.2021.12.121
  27. Leung, W. K. S., Chang, M. K., Cheung, M. L., & Shi, S. (2022). Swift trust development and prosocial behavior in time banking: A trust transfer and social support theory perspective. Computers in Human Behavior, 129, 107137. https://doi.org/10.1016/j.chb.2021.107137
  28. Maharani, W., & Gozali, A. A. (2015). Collaborative Social Network Analysis and Content-based Approach to Improve the Marketing Strategy of SMEs in Indonesia. Procedia Computer Science, 59, 373–381. https://doi.org/10.1016/j.procs.2015.07.540
  29. Meslier, C., Rehault, P.-N., Sauviat, A., & Yuan, D. (2022). Benefits of local banking in local economic development: Disparities between micro firms and other SMEs. Journal of Banking & Finance, 143, 106594. https://doi.org/10.1016/j.jbankfin.2022.106594
  30. Muhammad, F., & Rozali, T. (2017). Pengaruh Kredit Usaha Rakyat Terhadap Pendapatan Usaha Mikro Dan Kecil Di Desa Selagik Kecamatan Terara Kabupaten Lombok Timur Provinsi Nusa Tenggara Barat (Studi Kasus Bank BRI Unit Terara). JPEK (Jurnal Pendidikan Ekonomi Dan Kewirausahaan), 1(1), 38. https://doi.org/10.29408/jpek.v1i1.463
  31. Mulianti, T. (2020). Efektivitas Penyaluran Kredit Usaha Rakyat Terhadap Peningkatan Usaha Mikro Nasabah BRI Unit Ampenan Perspektif Ekonomi Islam. CONETICA:Jurnal Ilmu Sosial, Ekonomi Dan Bisnis, 2(1), 48–57. https://doi.org/https://doi.org/10.0602/econetica.v2i1.95
  32. Mushtaq, R., Gull, A. A., & Usman, M. (2022). ICT adoption, innovation, and SMEs’ access to finance. Telecommunications Policy, 46(3), 102275. https://doi.org/10.1016/j.telpol.2021.102275
  33. Neville, C., & Lucey, B. M. (2022). Financing Irish high-tech SMEs: The analysis of capital structure. International Review of Financial Analysis, 83, 102219. https://doi.org/10.1016/j.irfa.2022.102219
  34. Pasaribu, S. G., Wijaya, A., & Junaidi, A. (2020). Analisis Peran Kredit Usaha Rakyat Terhadap Perkembangan UMKM di Kelurahan Temindung Permai. JEM: Jurnal Ilmu Ekonomi Mulawarman, 5(4), 88–96. https://doi.org/http://dx.doi.org/10.29264/jiem.v5i4.8761
  35. Pérez-Elizundia, G., Delgado-Guzmán, J. A., & Lampón, J. F. (2020). Commercial banking as a key factor for SMEs development in Mexico through factoring: A qualitative approach. European Research on Management and Business Economics, 26(3), 155–163. https://doi.org/10.1016/j.iedeen.2020.06.001
  36. Purnawan, A., & Adillah, S. U. (2020). Regulation of The Legality of Micro, Small And Medium Enterprises Through The Online Single Submission System to Increase Competitiveness. Jurnal Pembaharuan Hukum, 7(2), 159. https://doi.org/10.26532/jph.v7i2.10990
  37. Rahayu, R., & Day, J. (2015). Determinant Factors of E-commerce Adoption by SMEs in Developing Country: Evidence from Indonesia. Procedia - Social and Behavioral Sciences, 195, 142–150. https://doi.org/10.1016/j.sbspro.2015.06.423
  38. Refait-Alexandre, C., & Serve, S. (2020). Multiple banking relationships: Do SMEs mistrust their banks? Research in International Business and Finance, 51, 100908. https://doi.org/10.1016/j.ribaf.2018.04.005
  39. Rohadin, R., & Yanah, Y. (2019). The Influence Of Small Micro Industries On Economic Growth. JEJAK: Jurnal Ekonomi Dan Kebijakan, 12(2), 318–326. https://doi.org/10.15294/jejak.v12i2.17828
  40. Saengchote, K., & Samphantharak, K. (2022). Banking relationship and default priority in consumer credit: Evidence from Thai microdata. Emerging Markets Review, 100904. https://doi.org/10.1016/j.ememar.2022.100904
  41. Safitri, W. T. (2017). The Influence of Service Quality, Customer Value of Small and Medium Enterprises (SMEs), And Moving Barriers to Customer Loyalty for Small and Medium Enterprises (SMEs) PD BPR Bank Bantul [Universitas Islam Negeri Sunan Gunung Djati]. http://digilib.uinsgd.ac.id/12270/4/4_bab1.pdf
  42. Sari, N. K., & Imaningsih, N. (2022). Pengaruh Faktor Internal dan Eksternal terhadap Penyaluran Kredit Usaha Rakyat (KUR) bagi UMKM (Studi Kasus Pada PT. Bank Rakyat Indonesia Tahun 2011-2020). EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi Dan Bisnis, 10(S1). https://doi.org/10.37676/ekombis.v10iS1.2008
  43. Setiadi, N. J. (2019). Perilaku Konsumen : Perspektif Kontemporer pada Motif, Tujuan, dan Keinginan Konsumen (3rd ed.). Prenada Media Group. https://opac.perpusnas.go.id/DetailOpac.aspx?id=1304826
  44. Sudarsono, H. (2009). Dampak Krisis Keuangan Global terhadap Perbankan di Indonesia: Perbandingan antara Bank Konvensional dan Bank Syariah. La_Riba, 3(1), 12–23. https://doi.org/10.20885/lariba.vol3.iss1.art2
  45. Sugiyono. (2019). Metode Penelitian Kuantitatif Kualitatif dan R&D (I). Alfabeta. https://cvalfabeta.com/product/metode-penelitian-kuantitatif-kualitatif-dan-rd-mpkk/
  46. Suryanto. (2020). Analisis Kredit Usaha Rakyat Pada Bank Rakyat Indonesia. AdBispreneur, 4(2), 113. https://doi.org/10.24198/adbispreneur.v4i2.22488
  47. Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203–220. https://doi.org/10.1016/S0022-4359(01)00041-0
  48. Tjiptono, F. (2014). Service, Quality & Satisfaction (G. Chandra (ed.); 3rd ed.). Andi Publisher. https://opac.perpusnas.go.id/DetailOpac.aspx?id=295948
  49. Tungjitnob, S., Pasupa, K., & Suntisrivaraporn, B. (2021). Identifying SME customers from click feedback on mobile banking apps: Supervised and semi-supervised approaches. Heliyon, 7(8), e07761. https://doi.org/10.1016/j.heliyon.2021.e07761
  50. Wang, X., Han, L., & Huang, X. (2020). Bank market power and SME finance: Firm-bank evidence from European countries. Journal of International Financial Markets, Institutions and Money, 64, 101162. https://doi.org/10.1016/j.intfin.2019.101162
  51. Wibowo, B. A., Rifin, A., & Kuswanto, S. (2018). Efisiensi Penyaluran Kredit Ritel Komersial Terhadap Sektor UMKM di BRI (Studi Kasus di BRI Kantor Wilayah Jakarta 3). Jurnal Aplikasi Bisnis Dan Manajemen. https://doi.org/10.17358/jabm.4.2.308
  52. Willy, R. P. (2015). The Influence of Service Quality, Customer Value of Small and Medium Enterprises (SMEs), And Moving Barriers to Customer Loyalty for Small and Medium Enterprises (SMEs) PD BPR Bank Bantul [Universitas Negeri Yogyakarta]. https://eprints.uny.ac.id/39842/
  53. Xu, N., Yuan, Y., & Rong, Z. (2022). Depressed access to formal finance and the use of credit card debt in Chinese SMEs. China Economic Review, 72, 101758. https://doi.org/10.1016/j.chieco.2022.101758
  54. Yee, B., & Faziharudean, T. M. (2010). Factors Affecting Customer Loyalty of Using Internet Banking in Malaysia. Journal of Electronic Banking Systems, 1–22. https://doi.org/10.5171/2010.592297
  55. Zeithaml, V., Bitner, M. J., & Gremler, D. (2018). Services Marketing: Integrating Customer Focus Across the Firm (7th ed.). McGraw-Hill. https://www.mheducation.com/highered/product/services-marketing-integrating-customer-focus-across-firm-zeithaml-bitner/M9780078112102.toc.html