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All Journal Journal of Economic, Bussines and Accounting (COSTING) Kurs : Jurnal Akuntansi, Kewirausahaan dan Bisnis
Evelyn Wijaya
Sekolah Tinggi Ilmu Ekonomi Pelita Indonesia
Economics, Econometrics & Finance

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PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT DAN SERVICE QUALITY DALAM UPAYA PENINGKATAN KEPUASAN DAN LOYALITAS NASABAH BANK CENTRAL ASIA KOTA PEKANBARU Evelyn Wijaya; Asmara Hendra Komara; Pamuji Hari Santoso; Warnadi Warnadi
Kurs : Jurnal Akuntansi, Kewirausahaan dan Bisnis Vol 4 No 2 (2019): Kurs : Jurnal Akuntansi, Kewirausahaan dan Bisnis
Publisher : Institut Bisnis dan Teknologi Pelita Indonesia

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Abstract

Customer Relationship Management (CRM) and service quality are marketing strategies undertaken to create and maintain good relationships with customers and reduce the possibility of customers switching to other banks. Banks that are able to create good relationships with customers will encourage customer loyalty. The purpose of this research is to analyze the effect of CRM and service quality on increasing customer satisfaction and loyalty of Bank Central Asia Pekanbaru City. The population used were all customers of Bank Central Asia Pekanbaru City. The sample used was 225 customers using a purposive sampling method. The data analysis technique used is multiple linear regression analysis using the SmartPLS 3.0. The results stated that CRM and service quality have a positive effect on customer satisfaction, CRM has no effect on customer loyalty but service quality showed a positive effect on customer loyalty, customer satisfaction ultimately has a positive effect on customer loyalty. This explains that the application of the right CRM can encourage increased customer satisfaction and loyalty of banking customers and minimize switching to other banks. Customer Relationship Management (CRM) dan kualitas pelayanan merupakan strategi pemasaran yang dilakukan untuk menciptakan dan mempertahankan hubungan yang baik dengan nasabah serta mengurangi adanya kemungkinan nasabah beralih ke perbankan yang lain. Perbankan yang mampu menciptakan hubungan yang baik dengan nasabah maka akan mendorong peningkatan loyalitas nasabah. Adapun tujuan penelitian ini adalah untuk menganalisa pengaruh antara CRM dan kualitas pelayanan terhadap peningkatan kepuasan dan loyalitas nasabah Bank Central Asia Kota Pekanbaru. Populasi yang digunakan dalam penelitian ini adalah seluruh nasabah Bank Central Asia Kota Pekanbaru. Sampel yang digunakan dalam penelitian ini adalah sebanyak 225 nasabah dengan menggunakan metode purposive sampling. Teknik analisa data yang digunakan adalah analisa regresi linear berganda dengan menggunakan alat bantu program SmartPLS 3.0. Hasil penelitian menyatakan bahwa CRM dan kualitas pelayanan berpengaruh positif terhadap kepuasan nasabah, CRM tidak berpengaruh terhadap loyalitas nasabah namun kualitas pelayanan memperlihatkan pengaruh positif terhadap loyalitas nasabah, kepuasan nasabah pada akhirnya berpengaruh positif terhadap loyalitas nasabah. Hal ini menjelaskan bahwa penerapan CRM yang tepat mampu mendorong peningkatan kepuasan dan loyalitas nasabah perbankan serta meminimalisir nasabah beralih ke perbankan lainnya.
Pengaruh Service Marketing Mix terhadap Keputusan Nasabah untuk Menabung Pada PT. Bank Mayapada Internasional TBK Cabang A.Yani Pekanbaru Evelyn Wijaya; Puspa Marantika Ariyani
COSTING : Journal of Economic, Business and Accounting Vol 1 No 2 (2018): COSTING : Journal of Economic, Bussines and Accounting
Publisher : Institut Penelitian Matematika, Komputer, Keperawatan, Pendidikan dan Ekonomi (IPM2KPE)

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (579.001 KB) | DOI: 10.31539/costing.v1i2.263

Abstract

Right now the amount of bank in Indonesia has reached 115 bank (OJK). Increasing number of bank has impact to increasing level of competition. Marketing becomes one of important activity in the company to keep the company existency to develop and get a profit. This research aims to test the influence of service marketing mix (product, price, place, promotion, process, people and physical evidence) on customer saving decision at PT Bank Mayapada International Tbk Cabang A.Yani Pekanbaru. The sample used are 100 respodents by using accidental sampling method. The data analyzed using multiple linear regression. The result showed that product, place, process and person has a significant effect on customer saving decision whereas price, promotion and physical evidence has no significant effect to customer saving decision at PT Bank Mayapada International Tbk Cabang A.Yani Pekanbaru. Keywords: Product, Price, Place, Promotion, Process, Person, Physical Evidence and Customer Saving Decision.
Determinan Nilai Perusahaan Manufaktur : Model Pengujian dengan Chow-Test dan Hausman-Test Evelyn Wijaya; Yusnita Octafilia
COSTING : Journal of Economic, Business and Accounting Vol 2 No 1 (2018): COSTING : Journal of Economic, Bussines and Accounting
Publisher : Institut Penelitian Matematika, Komputer, Keperawatan, Pendidikan dan Ekonomi (IPM2KPE)

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (741.698 KB) | DOI: 10.31539/costing.v2i1.367

Abstract

The aim of company establishing is to increase company’s value in order to give prosperity for its stakeholders. And there are many internal and external factors can influence the company’s value. So, this study has aim to analyze determinant of manufacture companies’s value by using Chow-Test and Hausman-Test. This study has 109 manufacture companies with purposive sampling method and uses panel data regression as data analysis method. The examination of study model by using Chow-Test and Hausman-Test shows that the proper study model examination is Fixed Effect Model (FEM). The result of Fixed Effect Model shows that company size influences positifically and significantly on company’s value. Then, institutional ownership and investment policy influence negatively and significantly on company’s value. While, profitability, funding decision, devident policy, managerial ownership and cash holding do not influence significantly on company’s value. As there is supervision from institution party on management performance, it is going to make management do financial decision that related with company’s value movement carefully. Keywords: Company’s internal factors, Agency Theory and Company’s value
Co-Authors Asmara Hendra Komara Pamuji Hari Santoso Puspa Marantika Ariyani Warnadi, Warnadi Yusnita Octafilia Theresia A Yesu Infante