Sofyardi Sofyardi’s research while affiliated with Andalas University and other places

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Publications (1)

Figure 1: Framework based on structural equation modeling model
Causative Factors of Consumer Engagement in National Commercial Banks in Padang, Indonesia
  • Article
  • Full-text available

March 2020

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111 Reads

International Journal of Economics and Financial Issues

Rita Elinda

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Sofyardi Sofyardi

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Sjafrizal Sjafrizal

This study investigated the causative factors of customer engagement in national commercial banks (BCA Bank, BRI Bank, Mandiri Bank, BNI Bank, CIMB Niaga Bank) in Padang, Indonesia. Data source were primary data obtained from questionnaire of the respondent customers. Results of Structural Equation Modeling (SEM) showed that customer engagement in national commercial banks in Padang were influenced by the service performance and customer relationship management through customer satisfaction in Padang as the mediating variable.Keywords: customer relationship management, service performance, customer satisfaction, customer engagementJEL Classification: G21DOI: https://doi.org/10.32479/ijefi.9270

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