Determinants of Customer loyalty: service quality and satisfaction
Penentu Loyalitas Nasabah : Kualitas Pelayanan dan Kepuasan
Abstract
This study aims to explain the role of satisfaction in influencing service quality to customer loyalty at PT. BPRS Harta Insan Karimah. The method used in this study is a quantitative method that is associative. The source of this research is using primary data. The sample collection technique used is purposive sampling technique, with the number of samples tested by 96 respondents from customers. The data collection technique is using a questionnaire distributed via Google Form to the customers who are domiciled in Tangerang. The data analysis method in this study uses the Structural Equation Model (SEM), using the WarpPLS 7.0 approach. The results of this study indicate that service quality has a significant effect on customer loyalty and service quality with customer satisfaction as a mediation has a significant effect on customer loyalty. This means that the customer satisfaction variable is a partial mediation, which can affect directly or indirectly between the service quality variable and customer loyalty.
References
Astono, A. D. (2017). Pengaruh Kualitas Layanan, Nilai Nasabah Dan Kepuasan Nasabah Terhadap Loyalitas Nasabah Tabungan Berlian PD. BPR Bank Daerah Pati. Strategi Pengembangan Sumber Daya Manusia Melalui Publikasi Jurnal Ilmiah Dalam Menyikapi Permenristekdikti RI No.20 Tahun 2017, 20, 254–269.
Behera, J. P. (2018). Impactof Service Quality on Customer Loyality in Indian Banking Sector in Odisha. International Journal for Research in Engineering Application & Management (IJREAM), 04(02).
Caruana, A. (2002). Service loyalty. European Journal of Marketing, 36(7/8), 811–828. https://doi.org/10.1108/03090560210430818
Dewi, G. A. P. R. K., Yasa, N. N. K., & Sukaatmadja, P. G. (2014). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Nasabah PT BPR Hoki Di Kabupaten Tabanan. E-Jurnal Ekonomi Dan Bisnis Universitas Udaya, 3(5), 257–275. https://ojs.unud.ac.id/index.php/EEB/article/view/8039
Efendi, S. Y. (2019). PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING (Studi Empiris Pada PT BPR Mulyo Raharjo Barat Magetan). Simba, 3, 867–878.
Han, X., Kwortnik, R. J., & Wang, C. (2008). Service loyalty: An integrative model and examination across service contexts. Journal of Service Research, 11(1), 22–42. https://doi.org/10.1177/1094670508319094
Kotler, P., & Keller, K. L. (2016). A Framework For Marketing Management (Sixth Edit). Pearson Education Limited.
Mutmainnah, M. (2018). Pengaruh Kualitas Layanan Dan Citra Perusahaan Terhadap Kepuasan Dan Loyalitas Nasabah. Jurnal Manajemen Dan Pemasaran Jasa, 10(2), 201–216. https://doi.org/10.25105/jmpj.v10i2.2344
Pontoh, M. B., Kawet, L., & Tumbuan, W. A. (2014). Kualitas Layanan, Citra Perusahaan Dan Kepercayaan Pengaruhnya Terhadap Kepuasan Nasabah Bank Bri Cabang Manado. Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 2(3), 285–297.
Tjiptono, F. (2014). Pemasaran Jasa, Prinsip, Penerapan, dan Penelitian. Andi Offset.
Tjiptono, F. (2015). Prinsip-Prinsip Total Quality Service. Andi Offset.
Tjiptono, F., & Chandra, G. (2016). Service Quality & Satisfaction (Edisi Empa). Andi Offset.
Wirtz, J., Lovelock, C., & Chatterjee, J. (2018). Services Marketing (Eighth Edi). Pearson India Education Services Pvt. L.td.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46. https://doi.org/10.2307/1251929
Zulkarnain, R., Taufik, H., & Ramdansyah, A. D. (2020). Pengaruh Kualitas Pelayanan dan Kualitas Produk terhadap Loyalitas Nasabah dengan Kepuasan Nasabah sebagai Variabel Intervening ((Studi Kasus Pada PT Bank Syariah Mu’amalah Cilegon). Jurnal Manajemen Dan Bisnis, 2(1), 87–110. http://ejournal.lppm-unbaja.ac.id/index.php/jmb/article/view/816
Astono, A. D. (2017). Pengaruh Kualitas Layanan, Nilai Nasabah Dan Kepuasan Nasabah Terhadap Loyalitas Nasabah Tabungan Berlian PD. BPR Bank Daerah Pati. Strategi Pengembangan Sumber Daya Manusia Melalui Publikasi Jurnal Ilmiah Dalam Menyikapi Permenristekdikti RI No.20 Tahun 2017, 20, 254–269.
Behera, J. P. (2018). Impactof Service Quality on Customer Loyality in Indian Banking Sector in Odisha. International Journal for Research in Engineering Application & Management (IJREAM), 04(02).
Caruana, A. (2002). Service loyalty. European Journal of Marketing, 36(7/8), 811–828. https://doi.org/10.1108/03090560210430818
Dewi, G. A. P. R. K., Yasa, N. N. K., & Sukaatmadja, P. G. (2014). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Nasabah PT BPR Hoki Di Kabupaten Tabanan. E-Jurnal Ekonomi Dan Bisnis Universitas Udaya, 3(5), 257–275. https://ojs.unud.ac.id/index.php/EEB/article/view/8039
Efendi, S. Y. (2019). PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING (Studi Empiris Pada PT BPR Mulyo Raharjo Barat Magetan). Simba, 3, 867–878.
Han, X., Kwortnik, R. J., & Wang, C. (2008). Service loyalty: An integrative model and examination across service contexts. Journal of Service Research, 11(1), 22–42. https://doi.org/10.1177/1094670508319094
Kotler, P., & Keller, K. L. (2016). A Framework For Marketing Management (Sixth Edit). Pearson Education Limited.
Mutmainnah, M. (2018). Pengaruh Kualitas Layanan Dan Citra Perusahaan Terhadap Kepuasan Dan Loyalitas Nasabah. Jurnal Manajemen Dan Pemasaran Jasa, 10(2), 201–216. https://doi.org/10.25105/jmpj.v10i2.2344
Pontoh, M. B., Kawet, L., & Tumbuan, W. A. (2014). Kualitas Layanan, Citra Perusahaan Dan Kepercayaan Pengaruhnya Terhadap Kepuasan Nasabah Bank Bri Cabang Manado. Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 2(3), 285–297.
Tjiptono, F. (2014). Pemasaran Jasa, Prinsip, Penerapan, dan Penelitian. Andi Offset.
Tjiptono, F. (2015). Prinsip-Prinsip Total Quality Service. Andi Offset.
Tjiptono, F., & Chandra, G. (2016). Service Quality & Satisfaction (Edisi Empa). Andi Offset.
Wirtz, J., Lovelock, C., & Chatterjee, J. (2018). Services Marketing (Eighth Edi). Pearson India Education Services Pvt. L.td.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46. https://doi.org/10.2307/1251929
Zulkarnain, R., Taufik, H., & Ramdansyah, A. D. (2020). Pengaruh Kualitas Pelayanan dan Kualitas Produk terhadap Loyalitas Nasabah dengan Kepuasan Nasabah sebagai Variabel Intervening ((Studi Kasus Pada PT Bank Syariah Mu’amalah Cilegon). Jurnal Manajemen Dan Bisnis, 2(1), 87–110. http://ejournal.lppm-unbaja.ac.id/index.php/jmb/article/view/816
Copyright (c) 2022 Liza Nora, Nur Afiifah Kaamilah, Siti Hafnidar Harun
This work is licensed under a Creative Commons Attribution 4.0 International License.
