The influence of Customer Engagement and Financial Literacy on Loyalty is mediated by Customer Trust

Yohanes Ferry Cahaya ()
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Yohanes Ferry Cahaya: Perbanas Institute JL.Perbanas Karet Kuningan - Setiabudi, 12940, Jakarta Sealatan, Indonesia Author-2-Name: Hedwigis Esti Riwayati Author-2-Workplace-Name: Perbanas Institute JL.Perbanas Karet Kuningan - Setiabudi, 12940, Jakarta Sealatan, Indonesia Author-3-Name: Markonah Markonah Author-3-Workplace-Name: Perbanas Institute JL.Perbanas Karet Kuningan - Setiabudi, 12940, Jakarta Sealatan, Indonesia Author-4-Name: Author-4-Workplace-Name: Author-5-Name: Author-5-Workplace-Name: Author-6-Name: Author-6-Workplace-Name: Author-7-Name: Author-7-Workplace-Name: Author-8-Name: Author-8-Workplace-Name:

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Abstract: " Objective - Using data from Bank Group Based On Core Capital (GBCC) 4 in Jabodetabek, this study aimed to assess and validate the significance of customer trust in moderating the influence of customer engagement and financial literacy on customer loyalty. Methodology – With the use of a causal approach and a total sample size of 253 respondents, the descriptive quantitative technique was employed in this study. The data were then analyzed using the PLS SEM (Partial et al. Model). Findings and Novelty – This study's findings show that while customer interaction has no effect on consumer trust, financial literacy does. consumer trust is a mediator between financial literacy and consumer loyalty. Customer trust does not act as a mediator between customer engagement and customer loyalty. Type of Paper - Empirical"

Keywords: Financial literacy; Customer Engagement, Customer Trust, Customer Loyalty (search for similar items in EconPapers)
JEL-codes: D11 D18 I22 (search for similar items in EconPapers)
Pages: 8
Date: 2023-09-30
New Economics Papers: this item is included in nep-fle, nep-inv, nep-pay and nep-sea
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Published in Journal of Finance and Banking Review, Volume 8, Issue 2

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Persistent link: https://EconPapers.repec.org/RePEc:gtr:gatrjs:jfbr215

DOI: 10.35609/jfbr.2023.8.2(2)

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