PENGARUH IKATAN HUBUNGAN, CITRA PERUSAHAAN, NILAI PELANGGAN, KUALITAS DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH BANK PEMERINTAH DI JAWA TENGAH
<p class="MsoNormal" style="margin-bottom: .0001pt; text-align: center; line-height: normal;"><strong style="mso-bidi-font-weight: normal;"><span style="font-size: 10.0pt; font-family: "Times New Roman Bold","serif"...
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| Format: | Article |
| Language: | English |
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Universitas Brawijaya
2012-05-01
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| Series: | Wacana: Jurnal Sosial dan Humaniora |
| Online Access: | http://wacana.ub.ac.id/index.php/wacana/article/view/165 |
| _version_ | 1831754361586319360 |
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| author | Naili Farida |
| author_facet | Naili Farida |
| author_sort | Naili Farida |
| collection | DOAJ |
| description | <p class="MsoNormal" style="margin-bottom: .0001pt; text-align: center; line-height: normal;"><strong style="mso-bidi-font-weight: normal;"><span style="font-size: 10.0pt; font-family: "Times New Roman Bold","serif"; text-transform: uppercase;">Abstract</span></strong></p> <p class="MsoNormal" style="margin-bottom: .0001pt; text-align: justify; text-indent: 19.85pt; line-height: normal;"><span style="font-size: 10.0pt; font-family: "Times New Roman","serif";"> </span></p> <p class="MsoNormal" style="margin-bottom: .0001pt; text-align: justify; text-indent: 19.85pt; line-height: normal;"><span style="font-size: 10.0pt; font-family: "Times New Roman","serif";">The study discusses about the integration of relational bonding, relational quality, customer satisfaction, and customer loyalty at the state-owned bank in Central Java. The locations of research include Semarang City, Surakarta City, and Cilacap City. Research method uses multi stage sampling. The sample of research counts to 278 customers of Regular Saving from Bank Negara Indonesia (BNI), Bank Mandiri, Bank Rakyat Indonesia, Bank Tabungan Negara, and Bank Pembangunan Jateng. The hypothesis test in this research employs descriptive analysis and Structural Equation Modeling (SEM). The descriptive analysis has loading factor and 5 % significance rate. The objective of research will be to understand and to analyze the relational bonding between the Bank customers through corporate image, customer value, and relational quality as well as customer satisfaction on customer loyalty. The state-owned banks in Central Java already use this model. Result of research in relative with the result of SEM analysis indicates that the relevancy of relational bonding, corporate image, customer value, and customer satisfaction has significant effect on customer loyalty. Therefore, this model should be developed by the state-owned banks to increase the customer loyalty.</span></p> <p class="MsoNormal" style="margin-bottom: .0001pt; text-align: justify; text-indent: 19.85pt; line-height: normal;"><span style="font-size: 10.0pt; font-family: "Times New Roman","serif";"> </span></p> <p class="MsoNormal" style="margin-top: 0cm; margin-right: 0cm; margin-bottom: .0001pt; margin-left: 54.0pt; text-align: justify; text-indent: -54.0pt; line-height: normal;"><span style="font-size: 10.0pt; font-family: "Times New Roman","serif";">Keywords: Relational bonding, Corporate image, Customer value, Relational quality, Service quality, Customer loyalty </span></p> |
| first_indexed | 2024-12-21T23:37:36Z |
| format | Article |
| id | doaj.art-9800549e3bbf48999273d53b48fe0ea4 |
| institution | Directory Open Access Journal |
| issn | 1411-0199 2338-1884 |
| language | English |
| last_indexed | 2024-12-21T23:37:36Z |
| publishDate | 2012-05-01 |
| publisher | Universitas Brawijaya |
| record_format | Article |
| series | Wacana: Jurnal Sosial dan Humaniora |
| spelling | doaj.art-9800549e3bbf48999273d53b48fe0ea42022-12-21T18:46:20ZengUniversitas BrawijayaWacana: Jurnal Sosial dan Humaniora1411-01992338-18842012-05-01132202213135PENGARUH IKATAN HUBUNGAN, CITRA PERUSAHAAN, NILAI PELANGGAN, KUALITAS DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH BANK PEMERINTAH DI JAWA TENGAHNaili Farida0Dosen Fakultas Ilmu Sosial dan Politik UNDIP<p class="MsoNormal" style="margin-bottom: .0001pt; text-align: center; line-height: normal;"><strong style="mso-bidi-font-weight: normal;"><span style="font-size: 10.0pt; font-family: "Times New Roman Bold","serif"; text-transform: uppercase;">Abstract</span></strong></p> <p class="MsoNormal" style="margin-bottom: .0001pt; text-align: justify; text-indent: 19.85pt; line-height: normal;"><span style="font-size: 10.0pt; font-family: "Times New Roman","serif";"> </span></p> <p class="MsoNormal" style="margin-bottom: .0001pt; text-align: justify; text-indent: 19.85pt; line-height: normal;"><span style="font-size: 10.0pt; font-family: "Times New Roman","serif";">The study discusses about the integration of relational bonding, relational quality, customer satisfaction, and customer loyalty at the state-owned bank in Central Java. The locations of research include Semarang City, Surakarta City, and Cilacap City. Research method uses multi stage sampling. The sample of research counts to 278 customers of Regular Saving from Bank Negara Indonesia (BNI), Bank Mandiri, Bank Rakyat Indonesia, Bank Tabungan Negara, and Bank Pembangunan Jateng. The hypothesis test in this research employs descriptive analysis and Structural Equation Modeling (SEM). The descriptive analysis has loading factor and 5 % significance rate. The objective of research will be to understand and to analyze the relational bonding between the Bank customers through corporate image, customer value, and relational quality as well as customer satisfaction on customer loyalty. The state-owned banks in Central Java already use this model. Result of research in relative with the result of SEM analysis indicates that the relevancy of relational bonding, corporate image, customer value, and customer satisfaction has significant effect on customer loyalty. Therefore, this model should be developed by the state-owned banks to increase the customer loyalty.</span></p> <p class="MsoNormal" style="margin-bottom: .0001pt; text-align: justify; text-indent: 19.85pt; line-height: normal;"><span style="font-size: 10.0pt; font-family: "Times New Roman","serif";"> </span></p> <p class="MsoNormal" style="margin-top: 0cm; margin-right: 0cm; margin-bottom: .0001pt; margin-left: 54.0pt; text-align: justify; text-indent: -54.0pt; line-height: normal;"><span style="font-size: 10.0pt; font-family: "Times New Roman","serif";">Keywords: Relational bonding, Corporate image, Customer value, Relational quality, Service quality, Customer loyalty </span></p>http://wacana.ub.ac.id/index.php/wacana/article/view/165 |
| spellingShingle | Naili Farida PENGARUH IKATAN HUBUNGAN, CITRA PERUSAHAAN, NILAI PELANGGAN, KUALITAS DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH BANK PEMERINTAH DI JAWA TENGAH Wacana: Jurnal Sosial dan Humaniora |
| title | PENGARUH IKATAN HUBUNGAN, CITRA PERUSAHAAN, NILAI PELANGGAN, KUALITAS DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH BANK PEMERINTAH DI JAWA TENGAH |
| title_full | PENGARUH IKATAN HUBUNGAN, CITRA PERUSAHAAN, NILAI PELANGGAN, KUALITAS DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH BANK PEMERINTAH DI JAWA TENGAH |
| title_fullStr | PENGARUH IKATAN HUBUNGAN, CITRA PERUSAHAAN, NILAI PELANGGAN, KUALITAS DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH BANK PEMERINTAH DI JAWA TENGAH |
| title_full_unstemmed | PENGARUH IKATAN HUBUNGAN, CITRA PERUSAHAAN, NILAI PELANGGAN, KUALITAS DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH BANK PEMERINTAH DI JAWA TENGAH |
| title_short | PENGARUH IKATAN HUBUNGAN, CITRA PERUSAHAAN, NILAI PELANGGAN, KUALITAS DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH BANK PEMERINTAH DI JAWA TENGAH |
| title_sort | pengaruh ikatan hubungan citra perusahaan nilai pelanggan kualitas dan kepuasan nasabah terhadap loyalitas nasabah bank pemerintah di jawa tengah |
| url | http://wacana.ub.ac.id/index.php/wacana/article/view/165 |
| work_keys_str_mv | AT nailifarida pengaruhikatanhubungancitraperusahaannilaipelanggankualitasdankepuasannasabahterhadaployalitasnasabahbankpemerintahdijawatengah |