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Basuki Rachmat
Universitas Hayam Wuruk Perbanas, Surabaya, Jawa Timur, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Analisis Pengaruh Antesenden Kepuasan Pelanggan dan Implikasinya Terhadap Loyalitas Pelanggan (Pada Nasabah Bank Jatim Cabang Bangkalan) Hamdi Adityo Prakoso; Basuki Rachmat
Jurnal Ekonomi Efektif Vol 5, No 4 (2023): JURNAL EKONOMI EFEKTIF
Publisher : Universitas Pamulang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32493/JEE.v5i4.31442

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan, kualitas produk, citra merek, dan kepercayaan merek terhadap loyalitas konsumen dengan kepuasan konsumen sebagai variabel intervening pada nasabah Bank Jatim Cabang Bangkalan. Adapun teknik pengambilan sampel pada penelitian ini menggunakan nonprobability sampling yaitu dengan purposive sampling. Jenis data yang digunakan adalah skala likert, dengan menyebarkan kuuesioner diperoleh sebanyak 115 responden. Metode analisis data  yang digunakan menggunakan  pendekatan Structural Equation Modeling (SEM) dengan menggunakan sotware AMOS. Adapun hasil penelitian menunjukkan Kualitas Layanan, Kualitas Produk, Citra Merek dan Kepercayaan Merek secara parsial berpengaruh terhadap Kepuasan Konsumen, sedangkan Kepuasan Konsumen berpengaruh terhadap Loyalitas Konsumen. Adapun implikasi dari penelitian ini bagi pihak manajemen Bank Jatim Cabang Bangkalan dapat melakukan evaluasi terkait layanan kepada pelanggan yang telah diberikan terutama tingkat kepuasan yang didapat sehingga dapat mengukur eksistensi dan potensi loyalitas dari nasabah Bank Jatim Cabang Bangkalan mengingat semakin banyak dan ketatnya persaingan antar bank di wilayah Kabupatan Bangkalan.
Pengaruh kualitas layanan, kepercayaan, kepuasan nasabah, terhadap loyalitas nasabah Bank Mandiri di Surabaya Farah Alya Abidah; Basuki Rachmat
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.
Co-Authors Farah Alya Abidah Hamdi Adityo Prakoso