Determinan Loyalitas Nasabah KPR PT.BANK Mandiri, TBK Cabang Surabaya (original) (raw)
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Journal of Management : Small and Medium Enterprises (SMEs), 2018
This study aims to find empirical evidence on the influence of Trust and Commitment to Customer Loyalty in Bank Perkreditan Rakyat Tanaoba Lais Manekat (BPR TLM) Kupang. Trust is measured by reliability in achieving promise, trust for good service, trust for prompt service, trust to honesty of personnel, trust of personnel in paying attention to customers. Commitment is measured by feelings of emotional attachment, high sense of ownership, no influence on alternatives offered by other banks, feelings of pleasure to visit and employee friendliness.
Journal of Business and Banking, 2012
It has been noted that any bank is always related to manage its customers with care. By do-1ng io, the bank can get'along with the high competition anwhere. Therefory, to be able to *7" ii tnit competiti;n, the bink requires existing. To do stt, the bank must have a competitiu, iiontogr'ond be market orie;rcd. It is noi iust for private banl$, state'owned banlcs have to be i. C^to*rr', intimacy is a way of engaging with customers. Customer's intiioiy otro encourages banl<s to criate producti onihe market oriented. These studies tested the'inJluence of elnployee's benevolence, employee's credibility, employee's image' cus' tomei's satisfaition ancl Customer Intimacy to Customer Loyalty. The study uses-125 respondents and these are analyzetl by using SEM (Structural Equation Modeling) with Amos I8'0 'rogram. Resutts of thii stu1y indtcite a significant pttsitive ffict betuveen variables em-Ttojrr,t image wiih customer's intimacy, customer's satisfaction with customer's intimacy 'o,nld r^to*ri', intimacy with customeris loyalty. On the other hand, there are two variables thratt have a positive eJiect is not significant thql the employee's benevolence with customer intimacy and employee's cretlibility v)ith customer intimacy'
Faktor Kualitas Layanan Terhadap Loyalitas Nasabah Kredit Pada Pt. Bank Panin TBK Surabaya
ABSTRAK Hasil penelitian menunjukkan bahwa baik secara simultan maupun secara parsial variabel Faktor Kualitas Layanan Bukti Fisik, Keandalan, Daya Tanggap, Jaminan, Empati mempunyai pengaruh yang signifikan terhadap Loyalitas Nasabah Kredit, yang mana variabel Daya Tanggap (Responsiveness) mempunyai pengaruh dominan terhadap Loyalitas Nasabah Kredit. Oleh karena itu, variabel Daya Tanggap (Responsiveness) dari pihak manajemen PT. Bank Panin Tbk Surabaya perlu mempertahankan dan meningkatkan pelayanan agar loyalitas nasabah kredit semakin baik. ABSTRACT The results showed that either simultaneously or in partial Factor Quality of Service Physical Evidence, Reliability, responsiveness, Security, Empathy have a significant impact on the Customer Loyalty Credit, which where the variable responsiveness (Responsiveness) has dominant influence towards Customer Loyalty Credit. Therefore, the variable responsiveness (Responsiveness) on the management of PT. Bank Panin Tbk Surabaya need to m...
Pengaruh Kualitas Jasa Perbankan Terhadap Loyalitas Nasabah DI Bank Rakyat Indonesia Surabaya
Journal of Business and Banking, 2011
It is advisable that the banks should try hard to maximize their services for their customers. By doing so, it can also improve their customers loyalty. The purpose of this study is to analyze whether the quality of services consist of tangibles, reliability, responsiveness, assurance and empathy has significant effect on customer loyalty. The data were collected by means of survey method by distributing the questionnaires to Britama savings customers in Surabaya. From the total of 366 questionnaires which were spread out, only 218 that could be used. The tool of study analysis was using multiple linear regression, overall responses provided by customers of BRI conferred a positive assessment regarding the quality of services available. The results of this research showed that the direct evidence, reliability, assurance and empathy have a significant influence on the customer loyalty at Bank Rakyat Indonesia (BRI) Surabaya. It also can be used to improve the quality of services by making the right marketing strategy in order to maintain customer loyalty.
Loyalitas Nasabah Dan Kinerja Perbankan DI Indonesia
Jurnal Keuangan dan Perbankan
The purpose of this study was to investigate the impact of customer loyalty on firm performance in the banking industry in Indonesia. This study used sample of banking firms listed on the Indonesian Stock Exchange. The data was processed and analyzed by Partial Least Square (PLS). We hypothesized that firm's financial performance, market performance, and non-financial performance were positively affected by customer loyalty. The results provided an evidence which was consistent with the hypothesis. It showed that customer loyalty provided incremental information to the firm's performance that consisted of financial performance, market performance, and nonfinancial performance. Abstrak Penelitian ini bertujuan untuk menginvestigasi dampak loyalitas nasabah terhadap kinerja perusahaan pada industri perbankan di Indonesia. Penelitian ini menggunakan sampel perusahaan perbankan yang terdaftar di Bursa Efek Indonesia (BEI). Data diolah dan dianalisis dengan Partial Least Square (PLS). Penelitian ini menduga bahwa kinerja keuangan, kinerja pasar, dan kinerja non-keuangan perbankan dipengaruhi secara positif oleh loyalitas nasabah. Hasil penelitian memberikan bukti yang konsisten dengan dugaan tersebut. Hasil penelitian menunjukkan bahwa loyalitas nasabah memberikan incremental information terhadap kinerja perbankan yang terdiri dari kinerja keuangan, kinerja pasar, dan kinerja non-keuangan.
Loyalitas Nasabah pada Bank Papua Cabang Yogyakarta
Benefit: Jurnal Manajemen dan Bisnis, 2018
This study aims to analyze the factors that affect customer loyalty to customers of Bank Papua Branch Yogyakarta. Customer loyalty in this research is influenced by trust, switching barriers and bank image. Respondents in this study are all students who have savings in Bank Papua branch of Yogyakarta and domiciled in Yogyakarta. This research is a survey research by using questionnaires. The analytical tool used for hypothesis testing is SEM-PLS. The results of data analysis show that trust has a significant positive effect on switching barriers and image. Trust has no significant effect on loyalty. Switching barriers affect loyalty. The image is not proven to have a significant effect on loyalty.
2013
The background of this research is competition phenomenon of banking industry in order to gain customer loyalty. Bank Rakyat Indonesia needs to maintain and enhance a new strategy to keep its customers to remain loyal even increase the number of customers, if want to win the competition and become the market leader in the banking industry. It required an effort to maintain and continuously improve the development of strategy and innovation. A banking company which is able to offer excellence through outstanding service, ultimately to influence attitude of customers to be loyal in a banking company. Specifically, this study aimed to determine the effect of relationship quality and satisfaction of the commitment and the impact on customer loyalty in savings of BRI banks in Surabaya. After a literature review and preparation of hypotheses,A number of data were collected through questionnaire method on 150 respondents of Bank Rakyat Indonesia customers who are using service of saving pr...
Tujuan penelitian ini adalah untuk mengetahui hubungan kualitas jasa dan loyalitas nasabah pada PT. Bank Rakyat Indonesia (Persero), Tbk Kota Medan. Sebanyak 210 orang responden telah dipilih secara kluster sebagai sampel. Data diperoleh dengan mengedarkan angket kepada seluruh responden. Data yang diperoleh adalah valid dan dapat dipercaya dengan persyaratan statistik yang telah ditetapkan. Hal ini dapat dilihat dari nilai alpha sebesar 0,920 untuk reliabilitas variabel kualitas dan 0,536 untuk variabel loyalitas. Kontribusi semua faktor yang diteliti menunjukkan adanya hubungan yang signifikan antara kualitas dan loyalitas nasabah jasa perbankan PT. Bank Rakyat Indonesia (Persero), Tbk Kota Medan. Hal ini diperoleh dengan menggunakan uji korelasi bivariat dengan hasil 0,000 yaitu nilai yang berada dibawah 0,05. Jadi, secara keseluruhan terdapat hubungan signifikan antara kedua variabel tersebut (kualitas dan loyalitas).Hasil penelitian memperlihatkan bahwa koefisien korelasi antar...
Determinan Loyalitas Nasabah (Studi Pada Bank Syariah DI Kota Madiun)
Assets: Jurnal Akuntansi dan Pendidikan, 2017
Penelitian ini bertujuan untuk menguji determinan loyalitas nasabah pada bank Syariah di Kota Madiun. Determinan loyalitas nasabah yang diteliti meliputi kinerja pelayanan dan kepuasan nasabah. Jika kinerja pelayanan yang disampaikan bank sesuai harapan nasabah, maka nasabah akan merasa puas. Kepuasan menjadi dasar yang baik bagi nasabah untuk mengulang kembali penggunaan jasa bank terkait. Kepuasan nasabah pada tahap berikutnya akan menciptakan loyalitas pelanggan. Penelitian menggunakan data primer dan instrumen pengambilan data berupa kuesioner. Teknik penghitungan sampel menggunakan rumus Slovin sehingga diperoleh sampel sejumlah 138 orang nasabah. Penelitian memanfaatkan teknik <em>accidental sampling </em>untuk menetapkan sampel. Analisis regresi berganda digunakan untuk menganalisis data. Hasil penelitian menunjukkan bahwa kinerja pelayanan berpengaruh terhadap loyalitas nasabah Bank Muamalat, Tbk. Cabang Madiun. Kepuasan berpengaruh terhadap loyalitas nasabah Ba...
Loyalitas Nasabah Bank Syariah Pendekatan Karakteristik
Eqien: Jurnal Ekonomi dan Bisnis, 2016
Fenomena pertumbuhan Bank Syariah yang pesat di Indonesia tidak sebanding dengan market share. Salah satu aspek penting mengenai bank syariah adalah loyalitas nasabah. Tulisan ini memaparkan hasil studi lapangan dengan menyebarkan kuisioner kepada para nasabah BNI Syariah terkait loyalitas nasabah terhadap bank syariah melalui pendekatan karakteristik responden. Adapun responden yang diteliti pada penelitian ini terdiri dari nasabah kantor cabang pembantu Geger Kalong Girang Bandung. Metode yang digunakan dalam penelitian ini adalah survey eksplanatori, yaitu metode dengan pendekatan mengungkap fakta-fakta baru di lapangan. Secara umum, dalam penelitian ini mengungkap terkait karakteristik responden yang paling loyal penilaiannya terhadap bank syariah.