Pengaruh Unsur-Unsur Kualitas Pelayanan terhadap Loyalitas Nasabah Mega First pada PT. Bank Mega, TBK Propinsi Kepulauan Bangka Belitung
Keywords:
Tangibles, Reliability, Responsiveness, Assurance, Empathy, Customer Loyalty, Customer Statification
Abstract
The purpose of this study is to determine whether tangibles, reliability, responsiveness, assurance, and empathy have an influence on customer loyalty through customer stratification as an intervening variable. This study uses 139 respondents Mega First customers at PT. Bank Mega, Bangka Belitung island province using a purposive sampling method. Sample selection criteria are Mega First customers at PT Bank Mega Tbk Bangka Belitung Islands Province. Data were analyzed using multiple linear regression models.
The results showed that reliability and empathy affect customer loyalty and customer stratification affects customer loyalty. While tangibles, responsiveness, and assurance do not affect customer loyalty.
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References
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[2]. Engel, Well, B., & Minard. (1994). In Engel, & W. B. Minard, Prilaku konsumen, Jiloid 1 Edisi 6 (p. 3). Jakarta: Bina Pura Angkasa.
[3]. Hafees, S., & Bakhtiar, M. (2012). The Impact of Service Quality, Customer Satisfaction and Loyalty Programs on Customer’s Loyalty: Evidence from Banking Sector of Pakistan. International Journal of Business and Social Science, 3 (16), 200-209.
[4]. Kawpong, P., & Suvenus, S. (2010). The Influence of Service Quality Dimensions on Customer Satisfaction and Customer Loyalty in The Chain Restaurant Context: A Thai Case. Journal of Global Business and Technology, 6 (2), 64-76.
[5]. Keller, K. L., & Kotler. (2012). Manajemen Pemasaran. Jakarta: Erlangga.
[6]. Khan, M. M., & Fasih, M. (2014). Impact of Service Quality on Customer Satisfaction and Customer Loyalty: Evidence from Banking Sector. Pakistan Journal of Commerce and Social Science, 8 (2), 331-354.
[7]. Kheng, L. L., Osman, M., & Ramayah, T. (2010). The Impact of Service Quality on Customer Loyalty: A Study of Bank in Penang. International Journal of Marketing Studies, 2 (2), 57-66.
[8]. Kim, H. J. (2011). Service Orientation, Service Quality, Customer satisfaction, and customer loyalty: Testing a Structural Model. Journal of Hospitality and Management, 20 (6), 616-637.
[9]. Kotler, & Keller. (2012). Managemen Pemasaran. In Kotler, & Keller, Manajemen Pemasaran (p. 153). Jakarta: Erlangga.
[10]. Kotler, P. d. (2009). Managemen Pemasaran. Jakarta: PT Indeks.
[11]. Kotler, p. (2000). Marketing Management. New Jersey: Prentice-Hall.
[12]. Kotler, P. (2003). Marketing Management. New Jersey: Prentice-Hall.
[13]. Lai, I. K. (2014). The Roles of Value, Satisfaction, and Commitment in the Effect of Service Quality on Customer Loyalty in Hong Kong–Style Tea Restaurants. Service Quality Research, 56 (1), 118-138.
[14]. lovelock, Chirstopher, H., & Lauren, K. W. (2010). Management Pemasaran. In lovelock, H. Christopher, & K. W. Lauren, Managemen Pemasaran (p. 151). Jakarta: Indeks.
[15]. Mosahab, R., Mohammad, O., & Ramayah, T. (2010). Service Quality, Customer Satisfaction, and Loyalty: A Test of Mediation. International Business Research, 3 (4), 72-80.
[16]. Orel, F. D. (2014). Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market. Journal of Retailing and Consumer Services, 21 (2), 118-129.
[17]. Parasuraman, A. Z. (1988). SERVQUAL: A Multiple-item Scale for Measuring Consumer Perceptions of Services Quality. Journal of Marketing, 64 (1), 12-40.
[18]. Shanka, M. S. (2012). Bank Service Quality, Customer Satisfaction, and Loyalty in the Ethiopian banking sector. Journal of Business Administration and Management Sciences Research, 1 (1), 01-09.
[19]. Siddiqi, O. K. (2011). Interrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh. International Journal of Business and Management , 6 (3), 12-36.
[20]. Suhardi, Suhardi, and Afrizal Afrizal. Bagaimanapecking-Order Theory Menjelaskan Struktur Permodalan Bank di Indonesia? University Library of Munich, Germany, 2019.
[21]. Suhardi, Suhardi, and Darus Altin. "Analisis Kinerja Keuangan Bank BPR Konvensional di Indonesia Periode 2009 Sampai 2012." Jurnal Pendidikan Ekonomi dan Bisnis 5.2 (2013): 101-110.
[22]. Suhardi, Suhardi. Telaah Kepemilikan Kebenaran Ilmiah Pada Pengembangan Pengetahuan Akuntansi. University Library of Munich, Germany, 2017.
[23]. Swastha, D. B., & Irawan. (2001). In D. B. Swastha, & Irawan, Manajemen Pemasaran Modern (p. 8). Yogyakarta: Liberty.
[24]. Tjiptono, Fandy, & Chandra. (2005). Service Quality and Satisfaction. In Tjiptono, Fandy, & Chandra, Service Quality and Satisfaction (p. 59). Yogyakarta: Andi.
[25]. Tsai, D., & Chen, F. C. (2007). How Destination Image and Evaluative Factors Effect Behavioural Intention? Journal of Tourism Management, 28, 1115-1122.
[26]. Zena, P. A., & Hadisumarto, A. D. (2012). The Study of Relationship among Experiential Marketing, Service Quality, Customer Satisfaction, and Customer Loyalty. ASEAN Marketing Journal, 4 (1), 37-46.
[27]. Zhau, L., Lu, Y., Zhang, L., & Chau, P. Y. (2012). Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model. Decision Support System, 52 (3), 645-656.
Published
2020-01-13
How to Cite
Anggrayani, K., Yani, A., & Masud, E. (2020). Pengaruh Unsur-Unsur Kualitas Pelayanan terhadap Loyalitas Nasabah Mega First pada PT. Bank Mega, TBK Propinsi Kepulauan Bangka Belitung. JEM Jurnal Ekonomi Dan Manajemen, 5(2), 20-33. Retrieved from https://journal.stiepertiba.ac.id/index.php/jem/article/view/78
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Articles
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