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All Journal Jurnal Kesehatan Reproduksi TEKMAPRO Journal of Industrial Engineering and Management Journal of Economics, Business, & Accountancy Ventura Journal of Business & Banking JBMP (Jurnal Bisnis, Manajemen dan Perbankan) CARADDE: Jurnal Pengabdian Kepada Masyarakat MABIS: Manajemen dan Bisnis Jurnal Ilmu Manajemen JURNAL EKSBIS Revitalisasi : Jurnal Ilmu Manajemen Public Corner Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) Indonesian Journal of Laboratory Jurnal Abdimas Sangkabira International Journal of Social Science Jurnal Kedaymas Borobudur Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) International Journal of Management, Economic, Business and Accounting Jurnal Ilmu Manajemen
Basuki Rachmat
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Agriculture, Biological Sciences & Forestry Arts Humanities Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Materials Science & Nanotechnology Mathematics Mechanical Engineering Medicine & Pharmacology Physics Public Health Social Sciences Other

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Journal : Journal of Business

 1 
Pengaruh service quality, trust, customer satisfaction, terhadap customer loyalty nasabah bank mandiri di Surabaya Farah Alya Abidah; Rachmat, Basuki
Journal of Business & Banking Vol 14 No 02: November-April 2025
Publisher : Universitas Hayam Wuruk Perbanas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v14i02.5016

Abstract

This study analyses the effect of service quality, trust, and customer satisfaction on Bank Mandiri customer loyalty in Surabaya City. The main objective is to identify the challenges of meeting increasing customer expectations, and several incidents affect customer trust in banks, such as data breaches and unsatisfactory service. This research uses a quantitative method with a descriptive approach, with data obtained through a survey of 363 respondents and analyzed using SmartPLS 3.0. The results showed that service quality significantly impacts customer trust, satisfaction, and loyalty, with trust and satisfaction also increasing customer loyalty. The results of this study highlight the importance of implementing high-quality services that include tangible, reliability, responsiveness, empathy, and assurance elements. The implications of this study suggest that Bank Mandiri needs to provide training to employees to improve the quality of interactions as well as create more innovative customer loyalty programs and ensure the security of customer data by developing a high-tech security system. These efforts are critical to maintaining customer trust and fostering a stronger long-term relationship between Bank Mandiri and its customers.
Pengaruh kualitas layanan, kepercayaan, kepuasan nasabah, terhadap loyalitas nasabah Bank Mandiri di Surabaya Farah Alya Abidah; Rachmat, Basuki
Journal of Business & Banking Vol 14 No 2 (2025): November-April 2025
Publisher : Universitas Hayam Wuruk Perbanas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v14i02.5016

Abstract

This study analyses the effect of service quality, trust, and customer satisfaction on Bank Mandiri customer loyalty in Surabaya City. The main objective is to identify the challenges of meeting increasing customer expectations, and several incidents affect customer trust in banks, such as data breaches and unsatisfactory service. This research uses a quantitative method with a descriptive approach, with data obtained through a survey of 363 respondents and analyzed using SmartPLS 3.0. The results showed that service quality significantly impacts customer trust, satisfaction, and loyalty, with trust and satisfaction also increasing customer loyalty. The results of this study highlight the importance of implementing high-quality services that include tangible, reliability, responsiveness, empathy, and assurance elements. The implications of this study suggest that Bank Mandiri needs to provide training to employees to improve the quality of interactions as well as create more innovative customer loyalty programs and ensure the security of customer data by developing a high-tech security system. These efforts are critical to maintaining customer trust and fostering a stronger long-term relationship between Bank Mandiri and its customers.
Patient Satisfaction and Loyalty in Public Healthcare: The Role of Digital Marketing and Service Quality Amelia Mayasari, Rizka; Rachmat, Basuki
Journal of Business & Banking Vol 15 No 01 (2025): Mei-Oktober 2025
Publisher : Universitas Hayam Wuruk Perbanas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v15i01.5214

Abstract

This study aims to analyze the effect of digital marketing and health service quality on patient satisfaction and loyalty at Rangkah health center, Surabaya. The background of this study is based on the increasing need for responsive, modern, and digital technology-based health services, especially in the context of competition with private health facilities. This study uses a quantitative approach with data collection techniques through questionnaires distributed to 179 respondents who have been treated at Rangkah health center. The analysis method used was Structural Equation Modeling-Partial Least Square (SEM-PLS). The results showed that both digital marketing and health service quality had a significant effect on patient satisfaction and loyalty. In addition, patient satisfaction was shown to act as a mediating variable between digital marketing and service quality with patient loyalty. These findings confirm the importance of integration between effective digital marketing strategies and improved service quality in building sustainable patient loyalty. This study provides strategic implications for public healthcare managers in the face of digital transformation in the healthcare sector.
Co-Authors ,, Indrayati Al Widyo Purwoko Al-Hanaan, Muhammad Fadhlillah Amelia Mayasari, Rizka Anggraeni Anggraeni Azzahra, Salwa Sabili Bambang Kasatriyanto Burhanudin Dhorifi, Ahmad Eddy Chandra Emma Yulianti Erlinda, Sela Sefrina Ernawati, Widi Dwi Fadia, Nevy Farah Alya Abidah Hadi Ashar Harry Widyantoro Ima Kristanti Jannah, Weni Miftachul Kamaluddin, Ahmad Leliek Agung Haldoko Linda Purnamasari Mochamad Nurhadi, Mochamad Noviati Fuada Putri Ayu Berlianingtyas Rahayu Lestari, Melati Ronny Ronny Ronny Rr. Iramani Salatun, Ria Andriatna Setia, Shinta Silvester Ferreira Soedarso, Elvyra Handayani Soni Harsono Sri Rahayu, Karisma Sri Wahyuni Tjahjani Prawitowati Totih Ratna Sondari Setiadi Tri Puspitasari Trisa Indrawati Wahyudi Wahyudi Winda Diah Puspita Rini Yudi Sutarso Yusna, Yusna