STRUCTURAL EQUATION MODELING (SEM) DALAM MANAJEMEN PERBANKAN (Structural Equation Modeling (SEM) In Banking Management)
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Date
2014-04-10Author
Linda Dwi Rezana Agusmita
I Made Tirta
Yuliani Setia Dewi
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In Structural Equation Modeling (SEM) we can do three steps at once, those
are verification of validity and reliability instrument, the evaluation of relation
among latent variable, and evaluation of useful model for prediction.
Structural Equation Modeling (SEM) has been widely applied into research
which are related to business management. One of them is in the field of
banking management which is influenced by Customer Relationship
Management (CRM) on their satisfaction level and customer loyalty.
Basically, the aim of this research is to learn more the application of SEM in
its validity to analyze data and to obtain empirical evidence to prove that there
is an take effect between each variable. This study uses secondary data
obtained from quesionnairs at PT. Bank Rakyat Indonesia (Persero) Unit
Sumber Beras Muncar Banyuwangi. The data consisted of three latent
variables with their indicator be have tested the validity anf reliability using
confirmatory factor analysis. Latent variable CRM affects cutomer
satisfaction and customer loyalty. Benefits of SEM analysis is to obtain a
structural model and measurement model derived from the model that has
been getting good value for the test match, so it serves to test the validity and
reliability of the relationship between latent variables with indicator variables.
The result of this research show that the CRM have a significant effect on
customer satisfaction, but not on customer loyalty.