Abstract
<pre> This study focused on testing the effect of variable customer value, support systems and knowledge of the customer's products to customer satisfaction and its impact on customer engagement. This study selects the object user's e-banking customers of Bank BNI Regional Semarang. The number of samples in this study of 100 respondents, using purposive sampling technique sampling. Processing data using SPSS version 16.0. Based on a statistical test using linear regression approach, then of seven hypothesis there are two hypotheses were rejected. The hypothesis is rejected is the influence of customer value on customer engagement, and support systems to customer engagement. While five other hypotheses, namely: the influence of the customer value, support systems, knowledge products to the satisfaction of the customer, as well as the effect of product knowledge and customer satisfaction on customer involvement is proven. Based on the results of this study, it can be concluded that to build customer engagement should be created customer satisfaction. While such satisfaction can be created through providing better customer value, the support system is up to date and easy, and provides knowledge products to customers continuously and thoroughly.</pre>
Highlights
Every business organization requires the customer, because the customer who can enrich and enlarge the business organization
Customer Value Customer Satisfaction significantly affect the direction of a positive influence
Hypothesis 3, partial views of the significance value of 0.043 and a Beta value of 0.184. Based on this statistical result can be interpreted that h was found that the third hypothesis is accepted, that the customer product knowledge and significant positive effect on customer satisfaction
Summary
Every business organization requires the customer, because the customer who can enrich and enlarge the business organization. This research will be directed to test whether customers engagement affected by variables on customer satisfaction, customer value, system support and product knowledge in the use of ebanking. The purpose of Customer Relationship Management is to build a positive experience with emphasis on customer value and product knowledge that create customer satisfaction and happen attachment between the customer and the company referred to as customer engagement. Customer Relationship Management can be regarded as a marketing strategy by creating engagement and customer satisfaction through a relationship or interaction is strong and intense communication between the customer and the company in the long term, which in turn can maintain and increase revenues and growth for the company. Based on theoretical review and the development of hypotheses, it can be designed empirical research model for this study as follows:
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