PENGARUH KUALITAS PELAYANAN, CITRA PERUSAHAAN DAN KEPERCAYAAN TERHADAP LOYALITAS NASABAH PT. BRI TBK CABANG GIANYAR

  • I Gede Nyoman Carlos W. Mada Universitas Warmadewa, Denpasar-Bali, Indonesia
  • Ratih Permata Dewi Universitas Warmadewa
  • Ni Kd Sioaji Yamawati Universitas Warmadewa, Denpasar-Bali, Indonesia
Keywords: Service, Image, Trust, Loyalitas

Abstract

This study aims to analyze the effect of Service Quality, Corporate Image, and Trust on Customer Loyalty (Case Study on Customers of PT. Bank Rakyat Indonesia Tbk Gianyar Branch). PT. Bank Rakyat Indonesia Tbk as one of the largest banks with branches in every city and units in almost every sub-district level, has become one of the banks used as customers to make savings and loans and other transactions. The data used are primary data. Primary data obtained from questionnaires distributed to customers of PT. Bank Rakyat Indonesia Tbk Gianyar Branch. The data analysis technique used is multiple linear regression analysis. The results showed that Service Quality, Company Image, Trust Affect Customer Loyalty.

References

Arndt, J. (1967). Role of product—Related conversations in the diffusion of a new product. Journal of Marketing Research, 4, 291-295.

Aydin, S. and Ozer, G. (2005), “The analysis of antecedents of customer loyalty in

the Turkish mobiletelecommunication market”, European Journal of Marketing, Vol. 39 No. 7/8, pp. 910-25.

Boulding, W ., Kalra, A., Staelin, R., and Zeithaml, V .A. 1993. A Dynamic Process Model of Sevice Quality from Expectation to Behavioral Intentions. Journal of Marketing Research. Vol. 30:7-2.

Cronin, J. J. and Taylor, S. A. 1992. Measuring Service Quality: A Reexanination and Extention. Journal of Marketing. Vol. 46: 55-68.

Dharmesta, B.S. 1999. “Loyalitas Pelanggan: Sebuah Kajian Konseptual Sebagai Panduan Bagi Peneliti”. Jurnal Ekonomi dan Bisnis Indonesia. Vol. 14, No. 3, p. 73-88.

Engel, J., Roger D. Blackwell and Paul W. Miniard. 2008. Perilaku Konsumen. Alih bahasa: Budyanto. Jilid I. Jakarta: Binarupa Aksara Publisher.

Fasochah dan Harnoto. 2013. Analisis Pengaruh Kepercayaan dan Kualitas Layanan terhadap Loyalitas Pelanggan dengan Kepuasan Konsumen sebagai Variabel Mediasi (Studi pada RS Darul Istiqoma Kaliwangu Kendal). Jurnal Ekonomi Manajemen Akuntansi No.34 Th.XX

Fornell, C. (1992) A National Customer Satisfaction Barometer: The Swedish Experience. Journal of Marketing, Vol. 56.

Ghozali. (2016). Aplikasi Analisis Multivariete Dengan Program IBM SPSS. Semarang: Badan Penerbit Universitas Diponegoro.

Kotler, Phillip. 2005. Manajemen Pemasaran, Jilid 1 dan 2. Jakarta: PT. Indeks Kelompok Gramedia.

Kotler, Philip. 1997, Marketing management: Analisys, Planning, Implementation and Control, New Jersey: Prentice- Hall, Inc. (dalam Usi Usmara, “Pemikiran Kreatif Pemasaran”, cetakan pertama 2008).

Kotler, Philip dan G. Armstrong. (2001). Prinsip-prinsip Pemasaran, Jilid pertarna, Edisi kedelapan. Jakarta: Erlangga, Jakarta.

Syaiful, Mochamad, Khuzaini. 2015. Pengaruh Relationship Marketing, Komitmen dan Kepercayaan Terhadap Loyalitas Pelanggan Auto 2000 Sungkono. “Jurnal Ilmu dan Riset Manajemen”. Vol. 4,. No. 12.

Parasuraman, A, Valerie A. Zeithaml, Leonard L. Berry. 1998 SERVQUAL : A Multiple Item Scale For Measuring Consumer Perception Of Service Quality. Journal Of Retailing Vol. 64 No. 1, pp 12-37.

Selnes, F. 1993. An Examination of The Effect of Product Performance on Brand Reputation, Satisfaction, Satisfaction and Loyalty. Europan Journal of Marketing. Vol. 27 (9) :19-35

Schiffman, L.G., and L.L. Kanuk. (1994). Consumer Behavior. New Jersey: Prentice Hall, Inc.

Sugiyono. (2017). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung : Alfabeta, CV

Thurau, T.H., Gwinner, K.P., and Gembler, D.D. 2002. “Understanding Relationship Marketing: An Integration of Relational Benefits and Relationship Quality”. Journal of Service Research. February, Vol. 4, No. 3, p. 230-247.

Tjiptono, Fandy. (2005). Manajemen Jasa. Yogyakarta: Andi.

Woodruff, Robert B (1997) “Customer Value : The Next Source for Competitive Advantage”, Journal of Academy of marketing Science, Vol 25, no.2, p.139-153.

Zeithaml, V. A., M. J. Bitner, 1996. Service Marketing, New Jersey: The McGraw Hill Companies, Inc.

Published
2022-01-11
How to Cite
Mada, I. G. N. C. W., Permata Dewi, R., & Yamawati, N. K. S. (2022). PENGARUH KUALITAS PELAYANAN, CITRA PERUSAHAAN DAN KEPERCAYAAN TERHADAP LOYALITAS NASABAH PT. BRI TBK CABANG GIANYAR. KRISNA: Kumpulan Riset Akuntansi, 13(2), 164-168. https://doi.org/10.22225/kr.13.2.2022.164-168
Abstract viewed = 167 times
PDF (Bahasa Indonesia) downloaded = 333 times