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INDONESIA
Jurnal Keuangan dan Perbankan
Published by Universitas Merdeka Malang
ISSN : -     EISSN : -     DOI : -
Core Subject : Economy,
Economics, Econometrics & Finance
Arjuna Subject : -
Articles 15 Documents
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Search results for , issue "Vol 15, No 2 (2011): May 2011" : 15 Documents clear
STRATEGI CUSTOMER RELATIONSHIP MARKETING TERHADAP LOYALITAS PELANGGAN Sri Setyo Iriani
Jurnal Keuangan dan Perbankan Vol 15, No 2 (2011): May 2011
Publisher : University of Merdeka Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (98.69 KB) | DOI: 10.26905/jkdp.v15i2.1021

Abstract

Competition in the banking industry had rapidly gave freedom to our customers in determining the choice touse their services, so if the value received was not as expected, then the customers were easy to move to anotherbank, which was considered in accordance with their wishes. Thus, banks were implementing various strategies,both offensive and defensive oriented. Defensive strategy was oriented to maintain customers by buildingrelationships with customers so that customers will be loyal to the bank. This study aimed to examine the effectof customer relationship marketing strategy on customer loyalty of BNI and BCA in East Java. Total samplewas 210 clients, 105 clients each of BNI and BCA. Data was collected using interviews and questionnaires. Theresults showed that there was influence of customer relationship marketing strategy on customer loyalty of BNIand BCA, because each customer provided high ratings on all indicators of the banks CRM strategy in whichthey saved money. Trust was the most decisive for customers in a comprehensive evaluation of the closeness ofthe relationship with the bank. Furthermore, customers of both banks showed high behavioral loyalty to eachbank.
PERCEIVED SERVICE QUALITY AND TRUST ON SATISFACTION: CUSTOMERS PERSPECTIVES IN THE BANKING SECTOR Ratna Roostika
Jurnal Keuangan dan Perbankan Vol 15, No 2 (2011): May 2011
Publisher : University of Merdeka Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (263.842 KB) | DOI: 10.26905/jkdp.v15i2.1022

Abstract

The purpose of this study was to examine the relationship between service quality, trust and satisfaction in thebanking sector. Specifically, the dimensions of service quality were modeled to have direct influence on bothsatisfaction and trust. An empirical analysis was carried out in which the service performance scale wasadapted to the study. 160 out of 200 questionnaires were valid for data analysis. The data was obtained byusing a structured questionnaire to bank customers. Structural equations model using Partial least Squares(PLS) was applied to analyze the proposed model. The findings partly confirmed the relationship betweenservice quality dimensions on trust since tangible dimension was not significant. However, all service qualitydimensions were significant in predicting satisfaction. Practically, the findings suggest that banks couldcreate satisfaction through service quality and trust. Therefore, all staffs should establish and maintain confidencein providing service quality and building trust for customers. Theoretically, besides adding trust in theservice quality and satisfaction relationship, the study was conducted in developing countries. This willenhance the generalization of service quality measures and validate the model in the wider area.
KESEPAKATAN KELEMBAGAAN KONTRAK MUDHARABAH DALAM KERANGKA TEORI KEAGENAN Asfi Manzilati
Jurnal Keuangan dan Perbankan Vol 15, No 2 (2011): May 2011
Publisher : University of Merdeka Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (280.504 KB) | DOI: 10.26905/jkdp.v15i2.1023

Abstract

This research aimed to know how the banker (as principals) interact with customers (as agents) in creating andenforcing a contract of mudharabah, offer an alternative arrangement of mudharabah contract resultingmudharabah rules (institutions) that benefited both parties (principal and agent). With in-depth interviews,two important findings were obtained: character of prospective clients was an important determinant of thecreation of a contract as collateral material. It should not be used as a tool to compensate investment risk,monitoring was a key to the process of contract enforcement. Based on the findings and review of relatedliterature, a design of mudharabah rules (institutions) that were expected more fair and beneficial to bothparties namely the bank / shohibul mal as the principal and client or mudharib as an agent could be developed.
PENGEMBANGAN HUMAN CAPITAL DALAM KONTEKS MODAL SOSIAL Widodo Widodo
Jurnal Keuangan dan Perbankan Vol 15, No 2 (2011): May 2011
Publisher : University of Merdeka Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (118.37 KB) | DOI: 10.26905/jkdp.v15i2.1024

Abstract

Rural Banks/BPR have a vitality and sustainability of business if they are able to create a unique advantagethat is superior in terms of customer information and business environment surrounding besides functioningas an intermediary institution. But in Semarang credit quality is still in the high risk level that is above themaximum limit of 5%. The condition is caused by the integration of human capital and social capital that isnot optimal. Therefore, this article aims to examine the model of human capital development so that it canimprove the performance of organization within the context of social capital. Retrieval method uses purposivesampling with 120 total samples. Later analysis technique uses Structural Equation Modelling (SEM) throughthe group management data which is processed based on high and low social capital. The study shows that thecontext of high social capital moderates the structure of the equation that affects human capital on organizationalperformance
PRAKTEK QURAN-BASED HUMAN RESOURCE MANAGEMENT DI PERBANKAN SYARIAH BERDASARKAN KARAKTERISTIK BIOGRAFIS Nur Asnawi; Siswanto Siswanto; Misbahul Munir
Jurnal Keuangan dan Perbankan Vol 15, No 2 (2011): May 2011
Publisher : University of Merdeka Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (216.549 KB) | DOI: 10.26905/jkdp.v15i2.1025

Abstract

The purpose of this study was to describe Quran-based human resource management practices in Islamicbanking according to biographical characteristics. Total respondents in this study were 52 people. Biographicalcharacteristics of respondents analyzed in this study included age, gender, marital status, number ofchildren, period of employment, and education. Data analyses used were analysis of variance (ANOVA) andIndependent sample t-test. The results of this study indicated that Quran-based human resource managementpractices had been properly implemented and not distinct according to biographical characteristics.

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