The Influence of Corporate Reputation and Trust
To Consumer Loyalty of ATM Users After Cybercrime Isues
(Study at BCA Consumers in Surabaya)
Chikmiatur Rosidah
ABSTRACT
Cybercrime can be defined as criminal actions which computer is used as a main weapon. The high cases of cybercrime in Indonesia can be seen from from the many cases of credit card forgery and burglary of a bank ATM. ATM burglary occurred in Indonesia six local banks including BCA, BNI, Mandiri Bank, BRI, BII and Permata Bank. This suggests that banks should continue to organize themselves to find the best alternative for customers' convenience. Because of the existence of Automated Teller Machine (ATM) is still considered unsafe. This study aims to determine and analyze the influence of corporate reputation and trust simultaneously and partially on customer loyalty of ATM users after cybercrime issue (studies at BCA customers in Surabaya).
The population used in this research is BCA customers in Surabaya who already have an ATM Card or Paspor BCA, where its population is unknown (infinite). So that samples taken in this study as many as 110 with accidental sampling technique.
From the research that has been done, we can know that there are significant simultaneously by 75% between corporate reputation (X1) and trust (X2) on customer loyalty of ATM users after cybercrime issue (studies at BCA customers in Surabaya). While the rest 25% influenced by other variables outside of the variables used in this study, for example, learning or educational factors for customers about cybercrime, the service quality, such as the response of bank to solve the problems on its ATM machines and some crities, the changes of chip system for the debit card, etc.
Based on the t count value obtained from each variable, we can be seen that all independence variables comprising the corporate reputation (X1) and trust (X2) partially have a significant influence on the dependent variable is customer loyalty of ATM users after cybercrime issue, and trust (X2) has a dominant influence on customer loyalty of ATM users after cybercrime issue (studies at BCA customers in Surabaya).
Keywords : corporate reputation, trust, consumer loyalty, and cybercrime.
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