The Influence of Satisfaction with the Wondr by BNI Application on Customer Loyalty at the BNI Pekalongan Branch Office in 2024
Abstract
This study examines the application of the principles of convenience, comfort, Brand Equity, Share Value, Satisfaction, and Loyalty which are expected to provide an Influence of Satisfaction in Using the Wondr By Bni Application on Customer Loyalty at the BNI Pekalongan Branch Office in 2024. This study uses a quantitative approach by distributing questionnaires using the Google Form link, collecting data through archives, interviews (Questionnaire Link using Google Form) and observation. The research informants consisted of the general public, especially customers of Bank BNI Pekalongan City. The analysis was carried out using the SEM WarpPls application which was processed into data that would answer the hypotheses in this study. The results of the study showed that Convenience, comfort, Brand Equity, Share Value and satisfaction have a positive and significant effect on Customer Loyalty. Efforts to build a positive image of the products and application services at Bank BNI are by increasing convenience, comfort, Brand Equity, and Share Value which will later affect the increase in customer satisfaction and customer loyalty, especially Bank BNI Pekalongan. With positive and significant results using the WarpPls application, it answers all expectations and hypotheses in this study.
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