Abstract
This study aims to build and analyze research models that can be used to improve bank marketing performance. The population is 165 people, while the sampling technique used is purposive sampling and a sample of 135 respondents was obtained. This study uses four variables, namely satisfaction, customer retention, internet banking service quality, and marketing performance. Descriptive analysis was carried out using index numbers, completion of inferential statistics was carried out with the help of Smart software PLS version 2.0. The four hypotheses used in this study were all accepted. To improve marketing performance, management must first be able to build good relationships with its customers. Relationships must be long-term oriented and mutually beneficial.
Highlights
Internet Banking is known as Online Banking or e-Banking, has provided the bank with the advantage of surviving in the face of intense competition, saving time and money, improving large-scale customization, marketing and communication activities, and for maintaining and attracting customers. Lee (2001) indicated that Internet Banking makes it easy for customers to access their bank accounts, lower service costs, and time savings
Above, it can be seen that the constructed value of customer retention of 65.29% can be explained by the role of Satisfaction
The value of R Square from the construct of Marketing Performance as much as 98.6% can be explained by the role of customer retention and Quality of Internet Banking Services
Summary
Internet Banking is known as Online Banking or e-Banking, has provided the bank with the advantage of surviving in the face of intense competition, saving time and money, improving large-scale customization, marketing and communication activities, and for maintaining and attracting customers. Lee (2001) indicated that Internet Banking makes it easy for customers to access their bank accounts, lower service costs, and time savings. Internet Banking is known as Online Banking or e-Banking, has provided the bank with the advantage of surviving in the face of intense competition, saving time and money, improving large-scale customization, marketing and communication activities, and for maintaining and attracting customers. Lee (2001) indicated that Internet Banking makes it easy for customers to access their bank accounts, lower service costs, and time savings. Many factors cause customers to put money in the bank. Starting from the closeness of location, satisfying service, level of security, ease of transaction facilities up to several other factors. PT Bank Negara Indonesia (Persero) Tbk (BNI), is one of the largest banks in Indonesia and has many branches. In 2015-2017, the use of internet banking at BNI Branch
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