Pengaruh Kepercayaan Merek, Komitmen, Kepuasan Nasabah Dan Kualitas Pelayanan Terhadap Loyalitas Nasabah Pada PT. Bank Central Asia Tbk. Cabang Tenggarong

Authors

  • Sugeng Raharjo Universitas Kutai Kartanegara
  • Tria Wulandari Universitas Kutai Kartanegara

DOI:

https://doi.org/10.53640/jemi.v18i1.558

Abstract

Abstract:

The Problems that occurred at PT. Bank Central Asia Tbk. Tenggarong Branch, there are some problems that must be fixed such as Lack of Customer Confidence where there is a passive account and minimum balance, that is with initial deposit balance Rp.500.000, and Balance held / minimum of Rp.50.000, and where the Passive Account (Dormaint) will be closed Themselves within 3 months, and the Bank has not been able to provide more facilities to its customers, which is a parking facility that is not adequate enough to park the vehicle Customer, as well as the place for transactions between the Customer With the bank has not been maximized, ATM and Office are made into one room. So lack of Attention from the bank, on the services provided to customers to use the Service back.

The main objective of this research is to find out how much influence Brand Trademark, Commitment, Customer Satisfaction, and Service Quality affect Customer Loyalty that already exists at PT. Bank Central Asia Tbk. Tenggarong Branch.

 

Keywords: Brand Trust, Commitment, Customer Satisfaction, and Service Quality Against Customer Loyalty

Downloads

Download data is not yet available.

References

DAFTAR PUSTAKA

Barnes, 2002, Secrets Of Customer Relationship Management, Terjemahan Andreas Winardi, 2003 Yogyakarta: Penerbit Andi Yogyakarta.

Delgado-Ballester, (2005). Ellena and Munuera-Aleman, J. L. Does Brand Trust Matter to Brand Equity?, Journal pf Product and brand Management. Vol.14, No.3.

Endang Sulistya Rini, 2007, “Pengaruh Economic Content, Resource Content dan Social Content Terhadap Kepercayaan, Kepuasan, Komitmen serta Relationship Intention Debitur Bank SUMUT di Sumatera Utara,Disertasi, Universitas Airlangga, Program Doktor.

Griffin, Jill, 2005, Customer Loyalty Menumbuhkan dan mempertahankan Kesetiaan Pelanggan, Alih bahasa : Dwi Kartini Yahya dkk, Erlangga Jakarta.

Gordon, Dalam Dody Septiadi Yusril Dastim â€Pengaruh Kepercayaan dan Komitmen Terhadap Loyalitas Nasabah Pada Bank BRI Kota Kendari†Skripsi, Universitas Halu Oleo Kendari, Program S1.

Gronroos, Christian, 2007,Service management and marketing a customer relationship management approach, Canada: John Wiley & Sons.

Karsono, 2006, “Pengaruh manfaat relasional dan kualitas Hubungan Terhadap Kesetiaan dan Komunikasi lisan, Pelanggan†Journal Bisnis dan manajemen, Volume 6 N0, 1, 2006 : 97-20.

Khabibullah, Affan Madjid, 2013, “Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah BMT Bukit Annur Kabupaten Kendal†Naskah Publikasi Ilmiah, Progarm S1, Universitas Muhamadiyah Surakarta.

Khoiri M.Iqbal, 2014, “ Pengaruh Kepuasan, Kepercayaan Merek, Kualitas Layanan Terhadap Loyalitas Pelanggan Carrefour Di Surabayaâ€. Skripsi S1 Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya.

Kotler and Amstrong, 2001, Prinsip-Prinsip Pemasaran, Jilid 1 edisi ke delapan, Erlangga, Jakarta.

Mosahab, Muhamad, Ramayah, 2010, Service Quality, Customer Satisfaction, and Loyalty: A T est of Mediation, International Business Research Vol. 3 No. 04, pp. 12-20.

Morgan, RM and Hunt, S.D, 1994, “The Commitment-Trust Theory of Relationship Marketing†, Journal of Marketing, Vol 58, 20-38.

Moorman, Christin, Gerald Zaltman and Rohit Deshpande, 1993, Factors Affecting Trust in Market Research Relationship, Journal Marketing Research, Vol 57 81-110.

Ndubisi, Nelson Oly, 2007, Supplier-Customer Relationship mangement and Customer Loyalty :The Banking Industry Perspektif, Journal Of enterprice information management, Volume 20, No 2 Hal 222-236.

Parasuraman, A, Valerie A, Zeithmal, dkk, 1988, “A Conceptual Model of Service Quality and its Implications for Future Researchâ€. Dalam Journal of Marketing .Vol 49 ( fall 1985 ), 41-50.

Priyatno Duwi, 2010 Tekhnik Mudah dan Cepat melakukan analisis data pada penelitian dengan SPSS dan tanya jawab ujian pendadaran, Gava Media Yogyakarta.

Sugiyono, 2010, Statistik Untuk Penelitian, Penerbit PT. Gramedia, Jakarta.

Sugiyono, 2007, Statistik Untuk Penelitian, Penerbit PT. Gramedia, Jakarta.

Tjiptono, Fandy, 2005, Pemasaran Jasa, Edisi -1 Banyumedia Malang-Jakarta Timur.

Ukudi, Mulyo Budi Setiawan, “Pengaruh Kualitas Pelayanan Kepercayaan dan Komitmen Terhadap Loyalitas Nasabah Studi Kasus Pada PT. BPR Pasar Kendal†Journal Bisnis dan Ekonomi September 2007, Vol. 14, No 2, Hal. 215-227.

Downloads

Published

2022-06-14

How to Cite

Raharjo, S., & Wulandari, T. (2022). Pengaruh Kepercayaan Merek, Komitmen, Kepuasan Nasabah Dan Kualitas Pelayanan Terhadap Loyalitas Nasabah Pada PT. Bank Central Asia Tbk. Cabang Tenggarong. Jurnal Ekonomi &Amp; Manajemen Indonesia, 18(1). https://doi.org/10.53640/jemi.v18i1.558

Issue

Section

Articles