Path: Top Journal Jurnal_Keuangan_dan_Perbankan 2010

Model ikatan hubungan, nilai pelanggan terhadap loyalitas nasabah pada Bank Pemerintah di Jawa Tengah

Jurnal Keuangan dan Perbankan, Volume 14, Nomor 2, Mei 2010
Journal from JIPTUNMERPP / 2011-12-29 01:45:27
Oleh : Naili Farida, Diploma 3 of Finance and Banking Merdeka University Malang (jurkubank@yahoo.com)
Dibuat : 2010-05-01, dengan 0 file

Keyword : Relational bonding, corporate image, customer value, relational quality, service quality, customer loyalty

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. Therefor, this model should be developed by the state-owned banks to increase the customer loyalty.

Deskripsi Alternatif :

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. Therefor, this model should be developed by the state-owned banks to increase the customer loyalty.

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PropertiNilai Properti
ID PublisherJIPTUNMERPP
OrganisasiDiploma 3 of Finance and Banking Merdeka University Malang
Nama KontakDra. Wiwik Supriyanti, SS
AlamatJl. Terusan Halimun 11 B
KotaMalang
DaerahJawa Timur
NegaraIndonesia
Telepon0341-563504
Fax0341-563504
E-mail Administratorperpus@unmer.ac.id
E-mail CKOwsupriyanti@yahoo.com

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  • Editor: Wiwik Supriyanti, Dra. SS.