ANALISIS DAMPAK SERVICE PERFORMANCE DAN KEPUASAN SEBAGAI MODERATING VARIABLE TERHADAP LOYALITAS NASABAH (Studi pada Nasabah Tabungan Bank Mandiri Cabang Surabaya (original) (raw)
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Abstrak: Peneliti sangat tertarik dengan adanya perbedaan pendapat diantara para ahli tentang pengaruh kinerja jasa/layanan (service performance) dan kepuasan dalam pembentukan loyalitas nasabah, sehingga penelitian ini mempunyai tujuan yaitu: menguji pengaruh langsung service performance terhadap loyalitas nasabah, dan menguji pengaruh interaksi service performance dan kepuasan nasabah terhadap loyalitas nasabah dengan kepuasan sebagai variabel moderator antara service performance dan loyalitas nasabah. Penelitian ini menggunakan alat analisis Moderator Regression Analysis. Dilakukan di Surabaya dengan obyek penelitian tiga Bank Mandiri cabang Surabaya. Data yang terkumpul 275 dari 300 kuesioner yang disebarkan. Hasil penelitian menunjukkan bahwa interaksi antara service performance dan kepuasan nasabah sebagai variabel moderator dapat lebih menjelaskan variasi loyalitas nasabah daripada masing-masing variabel.
Abstrak: Peneliti sangat tertarik dengan adanya perbedaan pendapat diantara para ahli tentang pengaruh kinerja jasa/layanan (service performance) dan kepuasan dalam pembentukan loyalitas nasabah, sehingga penelitian ini mempunyai tujuan yaitu: menguji pengaruh langsung service performance terhadap loyalitas nasabah, dan menguji pengaruh interaksi service performance dan kepuasan nasabah terhadap loyalitas nasabah dengan kepuasan sebagai variabel moderator antara service performance dan loyalitas nasabah. Penelitian ini menggunakan alat analisis Moderator Regression Analysis. Dilakukan di Surabaya dengan obyek penelitian tiga Bank Mandiri cabang Surabaya. Data yang terkumpul 275 dari 300 kuesioner yang disebarkan. Hasil penelitian menunjukkan bahwa interaksi antara service performance dan kepuasan nasabah sebagai variabel moderator dapat lebih menjelaskan variasi loyalitas nasabah daripada masing-masing variabel. Abstract: The researcher is highly interested in many different opinions among same experts about the influence of service performance and customer satisfaction in establishing customer loyalty. Thus, the aims of the research is to test the influence of service performance in establishing customer loyalty, and to test the influence of interaction of service performance and customer satisfaction in establishing the customer loyalty with customer satisfaction as a moderating variable between service performance and customer loyalty. This research use Moderator Regression Analysis (MRA) technique. This research was conducted in Surabaya with research objects of three service industrie. They are Mandiri Banking in Surabaya. The data of this research from the 300 questionaires distributed, 275 were returned. The result of the research indicates that the interaction between service performance and customer satisfaction being participated in the model of moderator regression equality so the result will explain more of the variance in customer loyalty than the direct influences of either service performance or customer satisfaction.
Jurnal Manajemen Bisnis Krisnadwipayana, 2018
This research is based on competition for the struggle of customers in the banking world, thus demanding banking companies to compete to attract customers by constantly improving the quality of service and competence of employees who are considered as representative banking companies as a form of satisfaction fulfillment to its customers. The purpose of this study to determine how the influence of Service Quality and Employee Competence to customer satisfaction PT. Bank Tabungan Negara (Bank BTN), either partially or simultaneously. This research used qualitative method with descriptive research type. Sampling is used with non probability method of incidental sampling. The result of the simultaneous research on the quality of service and the competence of the employees is significant to customer satisfaction, partially the quality of service and employee competency also have a significant influence on customer satisfaction. Thus, banks should continue to improve the quality of servi...
Pada saat ini, penjulan produk bukan hal utama dalam konsep pemasaran dalam memenangkan persaingan. Membangun hubungan kepada konsumen atau pelanggan sangat diperlukan untuk menunjang terjadinya loyalitas terhadap nasabah. Menurut penelitian Mc Kinsey & Co, (2000:4) terhadap responden consumer banking di Indonesia, meskipun mereka cukup loyal dengan banknya terutama bank ternama seperti BCA, BNI, Bank Mandiri, Bank Niaga, CitiBank dan Standard Chartered, mereka tetap ingin pindah ke bank lain jika bank lain dapat memberikan service perfomence sesuai yang diharapkannya. Hal lain yang diperoleh dari penelitian tersebut adalah semakin tinggi tingkat pendapatan seseorang, ternyata makin potensial menjadi nasabah yang tidak loyal. Dengan adanya pemanfaatan sumber daya yang belum maksimal, maka terjadi perubahan pada prilaku konsumen yang kian semakin banyak tuntutan, dimulai dari lokasi, kualitas produk, hingga pelayanan kepada konsumen. Kebanyakan konsumen pada saat ini bersifat lebih menuntut, cerdik, suka memilih, dan sangat perduli terhadap harga. Hal-hal tersebut yang dipengaruhi konsumen karena faktor-faktor psikologis dan faktor diluar lainnya yang membuat mereka memilih menggunakan jasa atau produk yang diinginkannya. Untuk itu perusahaan harus mengetahui apa saja factor-faktor yang dapat mempengaruhi keloyalitasan nasabah dan faktor apa yang dominan mempengaruhi loyalitas nasabahnya. Sumber daya manusia pada nasabah sangat berperan penting dan menjadi salah satu tolak ukur keberhasilan suatu nasabah tersebut. Karena font line harus menjalankan tugasnya dengan baik seperti memberikan informasi yang jelas kepada pengguna jasa bank, bersikap ramah, wajah hangat dan penuh semangat dan selalu mendengarkan kebutuhan pelanggan agar dapat menncapai target strategi bisnisnya semaksimal mungkin untuk mencapai loyalitas nasabah. Menurut Tjiptono (2011:35) ada beberapa faktor yang mempengaruhi kepuasan konsumen terhadap jasa. Adapun faktor-faktor tersebut sebagai berikut : sistem pengiriman, performa jasa, citra, hubungan harga diri dan nilai, persaingan. Zeithaml and Bitner, (2010:123) menyatakan faktor-faktor yang mempengaruhi kepuasan pelanggan adalah kualitas pelayanan, kualitas produk, biaya dan kemudahan. Van Heerden (2011) dalam penelitiannya menyimpulkan bahwa unsur seleksi bauran pemasaran untuk jasa yaitu people, price, and physical evidence memiliki hubungan yang signifikan terhadap keseluruhan kepuasan nasabah di bank.
Jurnal Riset Bisnis dan Manajemen Tirtayasa, 2017
The study was conducted by taking samples using Nonprobability Sampling Technique. Samples from 100 BJB Bank Serang branch customers by providing questionnaires consisting of questions and statements. Respondents' answers to questions and statements were analyzed qualitatively and quantitatively, and the answers were analyzed by analytical technique method using SmartPLS version 2.0.m3. The result of analysis shows that the direct influence of service quality to customer loyalty is positive and significant. and the direct influence of corporate image on customer loyalty that is positive and non significant to customer loyalty. then the quality of service to customer satisfaction positive and significant. corporate image to positive and significant customer satisfaction. and customer satisfaction to customer loyalty that is positive and significant.
2017
offer services but also products offered by the bank. Simpedes is one of the savings products offered by BRI for the village community which then extends to the urban community using the savings products. However, customers of Simpedes savings product at BRI Unit Tugu Semarang have decreased. This is due to several complaints on customer ratings on Simpedes product services. This study aims to determine the effect of service quality and customer value on customer satisfaction in customers of savings products Simpedes BRI Unit Tugu Semarang. This type of research is explanatory research, the method of data collection using interviews, data collection tools using a questionnaire with a sample of 100 respondents, customers are saving on Simpedes savings products. The sampling technique by purposive sampling. Data were analyzed by using validity test, reliability test, coefficient of determination, simple linear regression, multiple linear regression, T test, and F test with the help of...
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Penelitian ini bertujuan untuk mengetahui pengaruh kualitas layanan dan citra perusahaan terhadap kepuasan nasabah pada Bank BJB Kantor Cabang Pembantu (KCP) Losari Cirebon, serta mengetahui faktor-faktor yang mempengaruhi kepuasan nasabah. Penelitian ini merupakan penelitian bersifat kuantitatif, sumber data yang digunakan yaitu data primer dimana data yang diperoleh dari nasabah yang melakukan transaksi di Bank BJB KCP Losari. Ada tiga variabel dalam penelitian ini yaitu variabel independen (Kualitas layanan dan citra perusahaan) dan variabel dependen (Kepuasan nasabah). Analisis data dalam penelitian ini menggunakan uji validitas, uji reliabilitas, uji asumsi klasik (normalitas, multikolinearitas), uji regresi berganda, uji hipotesis (uji t, uji F) dengan bantuan IBM SPSS Versi 23 penelitian ini menggunakan pengumpulan data melalui survei, kuesioner, wawancara, dan dokumentasi. Dalam pengumpulan data, peneliti menggunakan kuesioner yang disebarkan pada 100 responden yang merupaka...
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This research aimed to determine the effect of the quality of services, experiential marketing, and corporate image on customer loyalty by using customer satisfaction as an intervening variable in Bank Syariah Mandiri KCP Kaliurang, Yogyakarta. The population in this study are customers of Bank Syariah Mandiri KCP Kaliurang with a sample size of 50 respondents. Sampling using purposive sampling method. The data in this study were obtained through a questionnaire. Analysis of the data used in this study was to test the validity, reliability test, the classic assumption test, descriptive analysis, and test path analysis with IBM SPSS 22. The results showed that the variable quality of services, experiential marketing, and corporate image have no effect on customer loyalty. Variable quality of services, experiential marketing, and corporate image positive and significant impact on satisfaction customer satisfaction nasabah. Variabel significant positive effect on customer loyalty varia...
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