PENGARUH INTERNET BANKING, KUALITAS LAYANAN, REPUTASI PRODUK, LOKASI, TERHADAP LOYALITAS NASABAH DENGAN INTERMEDIASI KEPUASAN NASABAH
Paramount Skyline Tower D, Jalan Boulevard Gading Serpong,
Email : email@example.com
Customer loyalty is one of the important factor that affect the growth of the bank. This research examined the effect of internet banking, service quality, reputation, product, and location on customer loyalty with the intermediation customer satisfaction. As analycal tool in this research is using software LISREL 8.80.Result from this research. first, internet banking has a negative and not significant impact on customer satisfaction and customer layalty, second, service quality, reputation, product, and location have a positif and significant impact on customer satistaction, but its have a negative and not significant impact on customer layalty, third, customer satisfaction has a negative and not significant impact on customer loyalty. So as to enhance customer loyalty, banks need to provide the best relationship between bank’s marketer and customer.
Keyword : Internet banking, Service quality, reputation, product, location, customer satisfaction,and customer loyalty.
19315450462_Adinoto Nursiana (Full Text)
FAKTOR-FAKTOR YANG MEMENGARUHI
MUTU LAYANAN DENGAN TINGKAH LAKU NASABAH
Fakultas Ekonomi dan Bisnis Perbanas Institute
Jl. Perbanas, Karet Kuningan, Setiabudi, Jakarta Selatan, 12940
This study was to determine the effect of independent variables quality of service to the dependent variable customers behavior. The survey used questionnaires to bank customers. All questionnaires were declared valid and reliable. Research idea came from Petridou (2007) and Olorunniwo & Hsu (2006) using factor analysis and had variables/dimensions, while Ndubisi (2003) using variables/dimensions was used by Zeithaml (1996). It used regression analysis to compare the quality of service and customer behavior. Conclusions on the descriptive analysis of respondents stated that the response to the questionnaire on two variables was in the range of excellent category. Factor analysis could not classify variables in shaping a factor. Analysis of determination stated there was a strong and positive relationship between the quality of service and the customer’s behavior amounted to 46.1%. The hypothesis stated that there was relationship in quality of service and customer behavior. This research found the value of the variable/dimension was not counted in previous studies. Suggestions for the bank in the future was enhancing the accuracy and happy to help our customers, and needed to pay attention to social changes. Further research was to find the highest the correlation and more respondents.
Key words: customer behavior, service quality, tangible, empathy, responsiveness, reliability, assurance
MODEL IKATAN HUBUNGAN, NILAI PELANGGAN TERHADAP
LOYALITAS NASABAH PADA BANK PEMERINTAH
DI JAWA TENGAH
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
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
PERCEIVED SERVICE QUALITY AND TRUST ON SATISFACTION: CUSTOMER’S PERSPECTIVES IN THE BANKING SECTOR
Jurusan Manajemen Fakultas Ekonomi UPN ‘Veteran’ Yogyakarta
Jl. SWK 104 (Lingkar Utara) Yogyakarta, 55283
Korespondensi dengan Penulis:
Ratna Roostika: Telp. /Fax.+62 274 485 268
The purpose of this study was to examine the relationship between service quality, trust and satisfaction in the banking sector. Specifically, the dimensions of service quality were modeled to have direct influence on both satisfaction and trust. An empirical analysis was carried out in which the service performance scale was adapted to the study. 160 out of 200 questionnaires were valid for data analysis. The data was obtained by using a structured questionnaire to bank customers. Structural equations model using Partial least Squares (PLS) was applied to analyze the proposed model. The findings partly confirmed the relationship between service quality dimensions on trust since tangible dimension was not significant. However, all service quality dimensions were significant in predicting satisfaction. Practically, the findings suggest that banks could create satisfaction through service quality and trust. Therefore, all staffs should establish and maintain confidence in providing service quality and building trust for customers. Theoretically, besides adding trust in the service quality and satisfaction relationship, the study was conducted in developing countries. This will enhance the generalization of service quality measures and validate the model in the wider area.
Key words: service quality, trust, satisfaction, banking sector.