N.Nyoman Kerti Yasa_19115137148

CORPORATE SOCIAL RESPONSIBILITY TERHADAP LOYALITAS NASABAH YANG DIMEDIASI OLEH CITRA PERUSAHAAN

  

Ni Nyoman Kerti Yasa

Putu Gde Sukaatmadja

I G.N. Jaya A. Widagda

I Putu Andika Angga Putra

 Prodi Manajemen Fakultas Ekonomi dan Bisnis Universitas Udayana

Jl. P.B. Sudirman Denpasar, 80232, Indonesia.

  •  Korespondensi dengan Penulis:
  • Ni Nyoman Kerti Yasa: Telp.+62 361 224 133; Fax. +62 361 229  119
  • E-mail:manraiketi@yahoo.co.id

 Abstract

The purpose of this study was to determine the effect of corporate social responsibility towards the customer loyalty, mediated by corporate image. The population in this study was the customers of BPR. The number of samples was 120 respondents by using purposive sampling method. The data analysis technique used was the technique of path analysis and the Sobel test. The results of this study indicated that CSR had a positive and significant impact on the corporate image and the customer loyalty of BPR in Denpasar. The variable of corporate image was proved to be able to mediate the effects of CSR on BPR customer loyalty in Denpasar significantly. The implication of this research was suggested to BPR industry in Denpasar to implement and to communicate the CSR activities done to increase the corporate image and to increase the customer loyalty.

 Keywords: customer loyalty, corporate image, corporate social responsibility

19115122136_NiNyomanKertiYasa (Full Text)

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Suliyanto_Abstract_1632012

MODEL LOYALITAS PELANGGAN PADA PERBANKAN MIKRO: PERCEIVED RISK SEBAGAI VARIABEL MODERASI

Suliyanto
Pramono Hari Adi
Eling Purwanto Jati
Jurusan Manajemen Fakultas Ekonomi Universitas Jenderal Soedirman
Jl. Boenyamin No.708 Purwokerto, 53122.

 

  • Korespondensi dengan Penulis:
  • Suliyanto: Telp. 0281-637970 Fax:0281-640268
  • E-mail: suli_yanto@yahoo.com

 

Abstract

The purpose of this study was to analyze the effect of relationship marketing on customer satisfaction and switching  cost, to analyze the effect of cutomer satisfaction, relationship marketing and switching  cost on customer loyalty, and to analyze percieved risk as a moderation variable on causal relationship between cutomer satisfaction, relationship marketing and switching  cost on customer loyalty. The samples were mikro banking consumers in Banyumas, Cilacap, Purbalingga and Banjarnegara. The sample size in this study were 120 respondents. Sampling was done by purposive sampling method. Analytical tool used were  the sub-group regression analysis and  Chow test.The results of this study were that relationship marketing had positive effect on customer satisfaction and switching  cost, cutomer satisfaction, relationship marketing and switching  cost had positive effect on customer loyalty and, percieved risk moderated the relationship between cutomer satisfaction, relationship marketing and switching  cost on customer loyalty.

 

Key words: relationship marketing, switching cost, customer satisfaction, percieved risk, customer loyalty

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Ni Made Savitri_abstract_1622012

E-SERVICE QUALITY TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN DALAM PENGGUNAAN INTERNET BANKING

Ni Made Savitri Anggraeni
Ni Nyoman Kerti Yasa
Jurusan Akuntansi Fakultas Ekonomi Universitas Udayana
Jl.P.Sudirman Denpasar, 80232.

Korespondensi dengan Penulis:
Ni Nyoman Kerti Yasa: Telp. + 62 361 224 133; Fax. +62 361 241 929
E-mail: manraikerti@yahoo.co.id

  Abstract

Banking industry had developed rapidly. It caused the competition and increasing the number of customers became difficult.  An optimal e-service quality expected to meet the expectations of customers, so the company was able to win the market competition and it would eventually bring the maximum profit. The objective of this research was to know the effect of e-service quality towards customer satisfaction and loyalty in using internet banking of Commonwealth Bank Seminyak Bali Branch. Respondents of this research were customers who used internet banking at least twice a month in the last three years. The number of respondents on this research defined 200 respondents by using sampling technique namely purposive sampling. This research used analysis of Structural Equation. The result of this research showed that the hypothesis put forward entirely acceptable: e-service quality had positive and significant impact on satisfaction, e-service quality had positive and significant impact on loyalty, satisfaction had positive and significant impact on customer loyalty in using internet banking. Managerial implication of this research was that management should evaluate and fix the performance of e-service quality in particularly web design quality and assurance that had been implemented to minimize customer’s complaint and to increase the customers’ satisfaction and loyalty.

 

Key words: e-service quality, customers’ satisfaction, customers loyalty, internet banking.

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Nur Asnawi_abstract_1422010

RELATIONSHIP MARKETING DAN LOYALITAS NASABAH:
STUDI PADA NASABAH BRI SYARIAH MALANG

Nur Asnawi
Abdul Musowir
Fakultas Ekonomi Universitas Islam Negeri Malang
Jl. Gajayana No.50 Malang

Korespondensi dengan penulis:
Nur Asnawi: Telp./Fax.: +62 341 558 881
E-mail: caksispdim@gmail.com

Abstract
One of strategies used by BRI Syariah Malang in emulation of banking world was focusing itself in constructing relationship with customers by applying relationship marketing. It was hoped to get the customers in the final purpose. Relationship marketing could be developed into three steps, financial benefits, social benefits, and structural benefits. This research was to know the influence of relationship marketing which consisted of financial benefits, social benefits, and structural benefits towards customer loyalty in BRI Syariah of Malang. The total sample was 100 respondents. The analysis system used was the double regression model. The result of the double linear regression analysis was that the writer found out that financial benefit, social benefits and structural benefits influenced customer loyalty at BRI Syariah of Malang simultaneously. Besides, the most influencing variable was social benefits.

Key words: relationship marketing, customer loyalty

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Naili Farida_abstract_1422010

MODEL  IKATAN HUBUNGAN, NILAI PELANGGAN TERHADAP
LOYALITAS NASABAH PADA BANK PEMERINTAH
DI JAWA TENGAH

Naili Farida
Fakultas Ilmu Sosial dan Ilmu Politik Universitas Diponegoro Semarang
Jl. Imam Bardjo, SH. No.1 Semarang

Korespondensi dengan Penulis:
Naili Farida: Telp./ Fax.+62 24 845 0334
E-mail: Faridanaili@ymail.com

Abstract
The study discussed about the integration of relational bonding, relational quality, on service quality and customer loyalty at the state-owned bank in Central Java. The locations of research included Semarang City, Surakarta City, and Cilacap City. Research method used multi stage sampling. The sample of research counted 278 customers of Regular Saving from Bank Negara Indonesia (BNI), Bank Mandiri, Bank Rakyat Indonesia, Bank Tabungan Negara, and Bank Pembangunan Central of Java. The hypothesis test in this research employed descriptive analysis and Structural Equation Modeling (SEM). The descriptive analysis had loading factor and 5 % significance rate. The objective of research was to understand and to analyze the relational bonding between the Bank customers through corporate image, customer value, and relational quality as well as service quality on customer loyalty. The state-owned banks in Central Java already used this model. Result of research, related to the result of SEM analysis, indicated that the relevancy of relational bonding, corporate image, customer value, and service quality had significant effect on customer loyalty. Therefore, this model should be developed by the state-owned banks to increase the customer loyalty.

Key words: relational bonding, corporate image, customer value, relational quality, service quality, customer loyalty

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Sri Setyo Iriani_abstract_1522011

STRATEGI CUSTOMER RELATIONSHIP MARKETING TERHADAP LOYALITAS  PELANGGAN

Sri Setyo Iriani
Jurusan Manajemen Fakultas Ekonomi Universitas Negeri Surabaya
Kampus UNESA Ketintang Surabaya, 60237

Korespondensi dengan Penulis:
Sri Setyo Iriani: Telp. + 62 31 829 9945, Fax. +62 31 829 9946
E-mail: srisetyo2009@gmail.com

Abstract
Competition in the banking industry had rapidly gave freedom to our customers in determining the choice to use their services, so if the value received was not as expected, then the customers were easy to move to another bank, which was considered in accordance with their wishes. Thus, banks were implementing various strategies, both offensive and defensive oriented. Defensive strategy was oriented to maintain customers by building relationships with customers so that customers will be loyal to the bank. This study aimed to examine the effect of customer relationship marketing strategy on customer loyalty of BNI and BCA in East Java. Total sample was 210 clients, 105 clients each of BNI and BCA. Data was collected using interviews and questionnaires. The results showed that there was influence of customer relationship marketing strategy on customer loyalty of BNI and BCA, because each customer provided high ratings on all indicators of the bank’s CRM strategy in which they saved money. Trust was the most decisive for customers in a comprehensive evaluation of the closeness of the relationship with the bank. Furthermore, customers of both banks showed high behavioral loyalty to each bank.

Key words: Customer Relationship Marketing, customers’ loyalty

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