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Astono, Ari Dwi
Universitas Muhammadiyah Semarang, Indonesia
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Nursing Physics Public Health Social Sciences Other

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PENGARUH KUALITAS LAYANAN, NILAI NASABAH DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH TABUNGAN BERLIAN PD. BPR BANK DAERAH PATI Ari Dwi Astono
PROCEEDINGS Vol 1, No 1 (2017): PROCEEDING Bingkai Manajemen (BIMA)
Publisher : Sekolah Tinggi Ilmu Ekonomi Dharmaputra Semarang

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Abstract

ABSTRAKTujuan penelitian ini adalah untuk mengukur tingkat kepuasan dan loyalitas nasabah dengan menguji variabel-variabel yang diidentifikasi mempengaruhi kepuasan dan loyalitas nasabah pada PD. BPR Bank Daerah Pati. Setelah melalui telah literatur terkait, dalam penelitian ini ditetapkan variabel penting yang diduga kuat mempengaruhi kepuasan dan loyalitas nasabah, yaitu variabel kualitas layanan yang meliputi dimensi bukti fisik (tangibles), keandalan (reliability), jaminan (assurance), daya tanggap (responsiveness), dan empati (emphaty) perusahaan. Oleh karena itu, pemahaman terhadap pengaruh variable kualitas layanan dan variabel nilai nasabah dapat dipandang sebagai basis strategi bagi pengembangan kepuasan nasabah yang mengarah kepada loyalitas pada suatu bank. Responden dipilih dengan menggunakan teknik purposive sampling. Dengan jumlah sampel sebanyak 150 orang nasabah Tabungan Berlian PD. BPR Bank Daerah Pati. Data yang terkumpul dianalisa dengan menggunakan analisis factor untuk menguji validitas item pernyataan, dan rumus Cronbach’s Alpha untuk menguji reliabilitas instrumen. Hasil pengujian hipotesis menunjukkan hubungan yang positif antara kualitas layanan yang meliputi bukti fisik (tangibles), keandalan (reliability), jaminan (assurance), daya tanggap (responsiveness), dan empati (emphaty), terhadap loyalitas nasabah baik langsung maupun tidak langsung dengan variabel kepuasan nasabah sebagai variable intervening. Ditemukan juga adanya hubungan langsung yang positif dan signifikan antara nilai dengan loyalitas nasabah. Sementara itu hubungan antara nilai dan kepuasan nasabah ditemukan hasil bahwa nilai nasabah juga berpengaruh signifikan terhadap kepuasan nasabah. Hasil perhitungan untuk pengujian model menunjukkan hasil yang dapat diterima dengan menggunakan Analisis Regresi dan Analisis Jalur ( Path Analysis).Kata Kunci  :  Kualitas Layanan, Nilai Nasabah, Kepuasan Nasabah dan Loyalitas Nasabah ABSTRACTThe purpose of this study is to measure the level of customer satisfaction and loyalty by testing the variables identified affect customer satisfaction and loyalty in PD. BPR of Bank Daerah Pati. After going through the related literature, in this study determined important variables that allegedly affect customer satisfaction and loyalty, namely service quality variables that include dimensions of physical evidence (tangibles), reliability (reliability), assurance (assurance), responsiveness (responsiveness), And empathy (emphaty) company. Therefore, an understanding of the effect of service quality variables and customer value variables can be viewed as a strategic basis for the development of customer satisfaction that leads to loyalty in a bank. Respondents were chosen by using purposive sampling technique. With the number of samples as many as 150 customers of Berlian Savings Account. BPR of Bank Daerah Pati. The collected data were analyzed using factor analysis to test the validity of item statements, and Cronbach's Alpha formula to test instrument reliability. The result of hypothesis testing shows positive correlation between service quality which includes physical evidence (tangibles), reliability, assurance, responsiveness, and empathy (empathy), to customer's loyalty either directly or indirectly with variable Customer satisfaction as variable intervening. There was also a positive and significant direct relationship between value and customer loyalty. Meanwhile, the relationship between value and customer satisfaction found that the value of customers also significantly affect customer satisfaction. The calculation results for model testing show acceptable results by using Regression Analysis and PathaAnalysis.Keywords: Service Quality, Customer Value, Customer Satisfaction and Customer Loyalty
Co-Authors Abdullah, Zailani Adhitya Yoga Prasetya Adistine Zafir Yunianur Alilatulbariza Amalia Wulandari, Nisa Ambarsari, Arum Amrudin Mahfud Jumai Ananda, Fariz Andika Baskara Andika Baskara Andro Dewantara Noegroho Anis Thurmudhi Annisa Laillah Raditriya Asepta Hendriyanto Asepta Hendriyanto Bagus Abdillah Bambang Widjanarko Susilo Baskara, Andika Bilal, Bilal Dedik Purwanto Dian Kurniasari Dwi Atmini , Ninik Dwi Kuswanto Edy Purwanto Edy Purwanto Elina Felda Evie Yunita F.S Felda, Elina Fiderius Ismanto Firdaus Firdaus Firdaus Firdaus Hardiwinoto Hardiwinoto Harlan A. Ganur Haryani Haryanik, Dwi Hedy Ilham Widyatama Ida Kristiana Irma Puspitasari, Irma Jati Widya Iswara Jatmiko, M.Roby Juma'i, A.M Jumai Jumai Jumai KMT Lasmiatun Kukuh Mulyanto Kukuh Mulyanto Lasmiatun, Lasmiatun M Martini M Roby Jatmiko M, Rosiana Novitasari M. Rully Sjahirul Alim M. Sufi Ali Imran M.Roby Jatmiko MARTINI Martini Martini Meizar Effendi Meizar Effendi Nanda Wanifa Lutfiani Nisa Amalia Wulandari Noegroho, Andro Dewantara Nur Muttaqien Zuhri Nurhayati Nurhayati Nurhayati Nurhayati, Farida Keni Nurlita, Eka Nuruddin Mahmud Peby Widyaningsih Putri, Cut Wanda Cahya Rafi’ah, Shafiyah Ainur Raihan, M. Dhany Ristanto, Hesti Ristianawati, Yuyun Riyono, Riyono Safitriani, Ayu Sayid Labib Mustofa Septiana, Zulfa Siti Hidayah Siti Ma`Rufah Sri Mulyani Sri Sulistiyaningsih Sri Sulistiyaningsih Sri Sulistiyaningsih Suharti Suharti Suharti Suharti Sulistiyaningsih, Sri Syarif, Tiara Almas Tiara, Aldiva Qolby Turmudhi, Anis Wa Ode Sitti Nurrahmah Wa Ode Sitti Nurrahmah Wahyu Imam Santoso Yustinah