PENGARUH DIMENSI KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH PADA BANK SULTRA CABANG PUNGGALUKU
DOI:
https://doi.org/10.62668/phenomenon.v2i02.1223Kata Kunci:
Dimensi Kualitas Layanan, Kepuasan Nasabah, BankAbstrak
Penelitian ini bertujuan untuk mengetahui dan menjelaskan pengaruh dimensi kualitas layanan terhadap kepuasan nasabah pada Bank Sultra Cabang Punggaluku. Populasinya adalah seluruh nasabah. Sampelnya sebanyak 99 nasabah. Alat analisisnya adalah regresi linear berganda. Hasilnya menunjukkan bahwa: (1) Secara simultan terdapat pengaruh yang positif dan signifikan variabel dimensi kualitas layanan terhadap kepuasan nasabah. (2) Variabel tangible berpengaruh positif namun tidak signifikan terhadap kepuasan nasabah. (3) Variabel reliability berpengaruh positif dan signifikan terhadap kepuasan nasabah. Semakin baik reliability maka semakin tinggi pula kepuasan nasabah (4) Variabel responsiveness berpengaruh positif namun tidak signifikan terhadap kepuasan nasabah. (5) Variabel assurance berpengaruh positif dan signifikan terhadap kepuasan nasabah pada Bank Sultra Cabang Punggaluku. Semakin baik assurance maka semakin tinggi pula kepuasan nasabah. (6) Variabel empathy berpengaruh positif dan signifikan terhadap kepuasan nasabah. Semakin baik empathy maka semakin tinggi pula kepuasan nasabah
Unduhan
Referensi
Baloglu, Seymus., (2002). DIMENSIONS OF CUSTOMER LOYALTY. SEPARATING FRIENDS FROM WELL WISHERS. Cornell Hotel and Restaurant Administration Quarterly. Cornell University.
Bennett, George, (1996), RELATIONSHIP FORMATION AND GOVERNANCE IN CONSUMER MARKETS: TRANSACTIONAL ANALYSIS VERSUS THE BEHAVIORIST APPROACH. Journal of Marketing Management 12 (5): 417-436
Bloemer, Josee and Ko de Ruyter (1998), “ON THE RELATIONSHIP BETWEEN STORE IMAGE, STORE SATISFACTION, AND STORE LOYALTY,” European Journal of Marketing, volume 32, 499-513.
Bloemer, Josee, Ko de Ruyter, Pascal Peeters, (1999). INVESTIGATING DRIVERS OF BANK LOYALTY: THE COMPLEX RELATIONSHIP BETWEEN IMAGE, SERVICE QUALITY, AND SATISFACTION”, International Journal of Bank Marketing, Vol 16, Issue 7 Date.
Bolton, R.N, dan Drew, J.H., (1991), A MUSTISTAGE MODEL OF COSUMERS ASSAESMENT OF SERVIE QUALITY AND VALUE, Journal of Consumer Research.
Caruana, Albert and Malta Msida, Service Loyalty, (2002). THE EFFECTS OF SERVICE QUALITY AND THE MEDIATING ROLE OF CUSTOMER SATISFACTION, EUROPEAN Journal of Marketing,. Vol. 36, No. 7/8, pp. 811 – 828
Evans, Joel R and Laskin, Richard L, (1994), “THE RELATIONSHIP MARKETING PROCESS: A CONCEPTUALIZATION AND APPLICATION,” Industrial Marketing Management 23, 439-452
Fomell, C., Johnson, M. D., Anderson, E. W., Cha, J., Bryant, (1996), MEASURING THE AMERICAN CUSTOMER SATISFACTION INDEX: NATURE, PURPOSE, AND FINDINGS, Journal of Marketing, Vol. 60, Oct, No.4, pp. 7.
Furton and Taylor , (2002), MEDIATING INTERACTIVE ,AND NON-LINEAR EFFET IN SERVICE QUALITY AND SATISFACTION WITH SERVICE RESEARCH ,Journal Of Marketing volume 56 (july) p.56-68
Ghozali, Imam. (2005). APLIKASI ANALISIS MULTIVARIATE DENGAN SPSS. Semarang: Badan Penerbit UNDIP
Gordon, Ian., (1998), RELATIONSHIP MARKETING : NEW STRATEGY, TECHNIQUE AND TECHNOLOGIES TO WIN THE COSTUMER YOU WANT AND THEM FOREVER, Jhon Willey and Sons Canada,Ltd.
Griffin, Jill, (1995). COSTUMER LOYALITY: HOW TO EARN IT, HOW TO KEEP IT, New York: Simon and Chuster,Inc.
Gronroos, Christian, (1990), RELATIONSHIP APPROACH TO THE MARKETING FUNCTION IN SERVICE CONTEXTS”, Journal of Business Research 29 (1): 3-12
Jamal, Ahmad dan Naser, Kamal. (2002). “CUSTOMER SATISFACTION AND RETAIL BANKING: AN ASSESMENT OF SOME OF THE KEY ANTECEDENTS OF CUSTOMER SATISFACTION IN RETAIL BANKING.” International Journal of Bank Marketing 20 (4) : 146-160.
Joseph Croning, And S.A. Taylor, (1992), MEASURING SERVICE QUALITY: A REEXAMINATION AND EXTENSION, Journal Of Marketing, July (Vol.56),PP.55-68.
Kandampully Jay, Suahrtanto Dwi, (2000), CUSTOMER LOYALITY IN THE HOTEL INDUSTRI:THE ROLE OF COSTUMER SATISFACTION AND IMAGE, International Journal Of Comtemporary Hospitality Management Volume 12 Number 6 pp.346-351.
Kotler, Philip, & Armstrong, Gary, (1991), PRINCIPLES OF MARKETING, 5th ed., Engelwood Cliffs, NJ: Prentice-Hall, Inc
Morgan Robert. M, & Shelby D Hunt, (1994), THE COMMITMENT - TRUST THEORY OF RELATIONSHIP MARKETING, Journal of Marketing (July) no.58, pp.20 – 38.
Oliver, Richard L, (1993), A CONCEPTUAL MODEL OF SERVICE QUALITY AND SERVICE SATISFACTION: COMPATIBLE GOALS, DIFFERENT CONCEPT. Advance in Service Marketing and Management, Vol.2, pp.65-85.
Parasuraman A., (1991), “REFLECTIONS ON GAINING COMPETITIVE ADVANTAGE THROUGH CUSTOMER VALUE”, Journal of the Academy of Marketing Science, vol.25, no.2, p.154-161.
Parasuraman, Valarie Zaithaml, Berry and Leonard, (1985), “A CONCEPTUAL MODEL OF SERVICE QUALITY AND IMPLICATION FOR FUTURE RESEARCH’, Journal of Marketing, 49 (Fall) p. 41-50.
Taylor, S. A. and T. L. Baker. (1994). AN ASSESSMENT OF THE RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE FORMATION OF CONSUMER PURCHASE INTENTION. Journal of Retailing 70:163-178.
Tjiptono. Fandy, (2000). MANAJEMEN PEMASARAN DAN ANALISA PERILAKU KONSUMEN, Yogyakarta: BPFE.
Walker, (1999). MANAJEMEN PEMASARAN. ALIH BAHASA : IMAM NURMAWAN. Jakarta : Erlangga.
Wrennall, (2000). MARKETING RESEARCH TEXT AND CASES. PUBLISHED BY BEST BUSINESS BOOKS, AN IMPRINT OF THE HAWORTH Press, Inc., 10 Alice Street, Binghamton, NY, (2002).
Zeithaml, Valerie. A and Bitner, Mary Jo., (1991). DELIVERING AND PERFORMING SERVICE. PART FIVE. Services Marketing, International Ed., The McGraw-Hill Companies, Inc.
##submission.downloads##
Diterbitkan
Cara Mengutip
Terbitan
Bagian
Lisensi
Hak Cipta (c) 2024 Dzulfikri Azis Muthalib, Ambo Masse, Conny Conny, Haprisia Haprisia
Artikel ini berlisensi Creative Commons Attribution 4.0 International License.
