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All Journal FORUM Jurnal Administrasi Bisnis JURNAL SAINS PEMASARAN INDONESIA JURNAL ILMU SOSIAL Jurnal Ilmu Administrasi Bisnis Jurnal Bisnis dan Manajemen Jurnal Keuangan dan Perbankan JDM (Jurnal Dinamika Manajemen) Wacana, Jurnal Sosial dan Humaniora Journal of Indonesian Economy and Business Jurnal Manajemen Kesehatan Indonesia Graduasi: Jurnal Bisnis & Ekonomi HIGEIA (Journal of Public Health Research and Development) Fokus Ekonomi Journal of Public Health for Tropical and Coastal Region Medical Technology and Public Health Journal Jurnal Pendidikan dan Keluarga Ideas: Jurnal Pendidikan, Sosial dan Budaya International Journal of Educational Review, Law And Social Sciences (IJERLAS) Journal of Tourism Economics and Policy Journal of Applied Business, Taxation and Economics Reseach Media Publikasi Promosi Kesehatan Indonesia (MPPKI) Prosiding Seminar Nasional Program Pengabdian Masyarakat Jurnal Pengabdian Vokasi ASEAN Marketing Journal
Naili Farida
Department Of Management Sciences Of The Doctoral Program Of Faculty Of Economics And Business Of University Of Diponegoro Semarang Central Java Indonesia
Religion Agriculture, Biological Sciences & Forestry Humanities Chemical Engineering, Chemistry & Bioengineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Medicine & Pharmacology Nursing Public Health Social Sciences Other

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Journal : Wacana, Jurnal Sosial dan Humaniora

 1 
PENGARUH IKATAN HUBUNGAN, CITRA PERUSAHAAN, NILAI PELANGGAN, KUALITAS DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH BANK PEMERINTAH DI JAWA TENGAH Farida, Naili Farida -
WACANA, Jurnal Sosial dan Humaniora Vol 13, No 2 (2010)
Publisher : Program Pascasarjana Universitas Brawijaya

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Abstract

Abstract 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. Keywords: Relational bonding, Corporate image, Customer value, Relational quality, Service quality, Customer loyalty
PENGARUH IKATAN HUBUNGAN, CITRA PERUSAHAAN, NILAI PELANGGAN, KUALITAS DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH BANK PEMERINTAH DI JAWA TENGAH Naili Farida
Wacana Journal of Social and Humanity Studies Vol. 13 No. 2 (2010)
Publisher : Sekolah Pascasarjana Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (299.646 KB)

Abstract

Abstract 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. Keywords: Relational bonding, Corporate image, Customer value, Relational quality, Service quality, Customer loyalty
Co-Authors Aditya Nugraha Agung Budiatmo Agung Budiatmo Agus Naryoso S.Sos, M.Si, Agus Naryoso Agustina Cahya Kusmita ahmad yani Ahyar Yuniawan Ali Djamhuri Alifa Nasyahta Rosiana Amelinda, Talitha Apoina Kartini Ari Pradhanawati Asa Ridho Nursinggih Bill Ovid Panjaitan Bintang Yuniar, Bintang Br. Sembiring Depari, Ame Angelique Bulan Prabawani Christanto, Yonathan Ardhana Christanto Damas Ade Priambodo Dyah Primasari Edi Sudrajat Errisa Dila Ayunda Faizal Luthfi Fatin, Sania Khairunissa Fipit Alam Pratama Widian Sari Fitria, Difa Nur Fitriandini Dwi Parastiwi Fitriandini Dwi Parastiwi Giska Ova Gradistya, Giska Ova Hardi Warsono Hari Susanta Nugraha Hari Susanta Nugraha Heppy Widya Antika Ida Bagus Nyoman Udayana Intan Nur Maharani Ishmah Parameswari Hafi, Ishmah Parameswari Jay Satriadi Danendra Khurita Desi Harsanti Lesmanawati, Diana Lintang Tyas Kristanti Marcelo, Stephen Hammel Mardikawati Woro Marten Hanura, Marten Maulana Ichsan Maulana Ichsan Mia Yuristika, Mia Muhammad Fadhli Muhammad Ivan Aliyan Muhammad Taufan R Prakoso Ngatno Ngatno Ngatno Ngatno Nikmatul Afiyah Nisrina Kamilah Noor Septi Lestari Noviasari Dewi Eka Nuha, Zahrotun Ulin Paramitha Agdina Pusparini Prasanti, Safira Amanda Prasetya, Dony Eka Puspita Dewi, Aulia Nurputtik Putri, Della Anisa Putri, Maria Novencia Dwi Armita Rahmanda, Fakhri Rani, Wina Widya Reni Shinta Dewi Retno Kusniati Ridho Rahman Rintasari, Dias Rizkyta, Anastassya Robetmi Jumpakita Pinem Rossi, Figo Fadlillah Sabrina Rahma Cipta SAFITRI, Retno Vivi Sakti, Sandi Yudha Salsabila Az Zahra Santoso, Verensia Audre Sari Listiyorini Sari Listyorini Sari Listyorini Sari Listyorini Saryadi Saryadi Septianing, Aldilla Dwi Septo Pawelas Arso Sudharto P Hadi Sudiro Sudiro Susan, Alexandra Devaraell Tri Yuniningsih Triyani Rahmadewi, Triyani Vanny Fajryanti Verissa Rana Khansa Wahid Abdulrahman, Wahid Wibowo, Sugeng Widayanto Widayanto Widayanto Widayanto Widayanto Widayanto Widayanto Widiartanto Widiartanto