Dissertation Examination of Yohanes Ferry Cahaya

On Tuesday, 26 March 2024, a Dissertation Examination for a DRM student, Yohanes Ferry Cahaya [2240003415] entitled “The Effect of Omnichannel Perceived Value, Financial Literacy, Customer Engagement on Customer Loyalty Mediated Trust And Commitment” was held Alam Sutera, R. B0301, Bina Nusantara University.

The dissertation examination was led by  Prof. Dr. Mts. Arief, M.M., MBA., CPM and attended by a team of promotors and examiners. There were three promotors in attendance with Prof. Tirta Nugraha Mursitama, S.Sos., M.M., Ph.D. as a Promotor, Prof. Dr. Ir. Mohammad Hamsal, MSE., MQM., M.B.A., CISCP, CPOD as Co-Promotor 1, and Dr. Viany Utami Tjhin, S.Kom., MM as Co-Promotor 2. There were also examiners present, with Prof.Dr. Ir Harjanto Prabowo, MM as Examiner 1, Dr. Pantri Heriyati, S.E., M.Comm as Examiner 2, and  Dr. Sri Bramantoro Abdinagoro as Examiner 3. Prof. Dr. Thomas Suyatno was also present during the dissertation examination.

DISSERTATION SUMMARY

This study aims to analyze and reveal the influence of omni-channel perceived value, financial literacy, and customer engagement on customer loyalty, mediated by trust and commitment, among bank customers in the Core Capital Bank Group (KBMI) 4 in the Jakarta and West Java regions. The research utilizes a quantitative descriptive and causal approach with a sample of 253 respondents. Structural equation modeling using Smart PLS was applied as the data analysis method.

The findings show that the direct relationship between omni-channel perceived value and financial literacy significantly influences trust and commitment, while customer engagement does not affect trust and commitment. Trust and commitment mediate the influence of omni-channel perceived value and financial literacy on customer loyalty, but they do not mediate the effect of customer engagement on customer loyalty.

The novelty of this research lies in the inclusion of the omni-channel perceived value variable in The Commitment-Trust Theory of Relationship Marketing. The study demonstrates that to enhance customer loyalty, omni-channel perceived value, financial literacy, trust, and commitment are essential.

BACKGROUND

Born in Jakarta on February 20, 1972, Yohanes Ferry Cahaya earned a Bachelor’s degree in Economics, majoring in Financial Management and Banking from STIE Perbanas Jakarta (Perbanas Institute) in 1997, followed by a Master’s degree in Management from Budi Luhur University in 2002. His professional background includes experience in marketing at PT Lotte Indonesia, treasury roles at Bank Centris International, and academic positions at STIE Tri Bhakti and Perbanas Institute.

In 2019, the Yohanes Ferry Cahaya began a Doctoral Program in Research Management at Bina Nusantara University, specializing in Marketing Science. His career started as a Marketing staff member at PT Lotte Indonesia from 1995 to 1997, followed by Treasury staff at PT Bank Centris from 1997 to 1998. His passion for academia led him to become a teaching assistant from 1998 to 2002, after which he became a lecturer at Perbanas Institute, a position he held until January 2024. Since February 2024, the Yohanes Ferry Cahaya has been serving as a lecturer at STIE Tri Bhakti Bekasi.

PUBLICATION

During his time enrolled in the Doctoral Program, Yohanes Ferry Cahaya has published several publication which was submitted to Conference and Journals. Here are examples of his works.

The dissertation examination of Yohanes Ferry Cahaya can be seen as below.