The Role of The Moderation of Satisfaction With The Co-Creation Performance in The Relationship of Degree of Co-Creation to Satisfaction with The Company, Loyalty and Expenditures on Customer Co-Creation: A Research on Digital Banking Jenius BTPN

Authors

  • Annisa Aryantiningrum Indonesia Banking School
  • Fajar Hertingkir Indonesia Banking School

DOI:

https://doi.org/10.35384/jemp.v4i3.209

Keywords:

Tingkat Co-Creation, Kepuasan dengan Perusahaan, Loyalitas, Pengeluaran, Kepuasan dengan Kinerja Co-Creation

Abstract

Bank digital BTPN Jenius melakukan kegiatan co-creation sebagai wujud upaya inovasi perbankan untuk meningkatkan kualitas layanan. Penelitian ini bertujuan untuk mengetahui pengaruh Derajat Co-Creation terhadap Kepuasan terhadap Perusahaan, Loyalitas, dan Pengeluaran. Dan untuk mengetahui peran mod-erasi Kepuasan dengan Kinerja Co-Creation dalam hubungan antara Tingkat Co-Creation dan Pengeluaran, Kepuasan dengan Perusahaan, dan Loyalitas. Metode pengumpulan data yang digunakan dalam penelitian ini adalah kuesioner online dengan sampel 153 responden yang merupakan pelanggan aktif Jenius di Jabodetabek. Analisis data dilakukan dengan menggunakan SPSS 24. Rangkuman hasil dari penelitian ini adalah, Derajat Co-Creation berpengaruh positif terhadap Kepuasan Perusahaan, Derajat Co-Creation ber-pengaruh positif terhadap Loyalitas, Derajat Co-Creation berpengaruh positif terhadap Loyalitas, Derajat Co-Creation. -Penciptaan berdampak positif pada Pengeluaran. Kepuasan terhadap Performa Co-Creation tidak terbukti memoderasi pengaruh hubungan antara Degree of Co-Creation dan Expenditures, Satisfac-tion with the Co-Creation Performance tidak terbukti memoderasi pengaruh hubungan antara Degree of Co-Creation dan Kepuasan terhadap Perusahaan, dan Kepuasan terhadap Kinerja Co-Creation tidak terbukti memoderasi pengaruh hubungan antara Tingkat Co-Creation dan Loyalitas

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Published

2021-05-03
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