STUDI PENGARUH TRUST, COMMITMENT, COMMUNICATION, CONFLICT HANDLING TERHADAP CUSTOMER LOYALTY DI BANK MANDIRI SURABAYA

  • Melisa Hadinata Manajemen / Fakultas Bisnis dan Ekonomika Universitas Surabaya

Abstract

Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh trust, commitment, communication, conflict handling, terhadap customer loyalty di Bank Mandiri di Surabaya.  Data yang digunakan dalam penelitian ini adalah data primer yang diperoleh dari penyebaran kuesioner. Responden dari penelitian ini adalah 130 nasabah bank mandiri di Surabaya yang sudah menjadi nasabah selama 2 tahun dan memiliki pendidikan terakhir SMA dengan teknik pengambilan sampel non probability sampling. Metode pengolahan data yang digunakan adalah model regresi linier berganda, uji F dan uji t-values dengan program windows SPSS 18.0. Dari hasil pengolahan data dan pengujian hipotesis dapat disimpulkan bahwa terdapat tiga variabel yang memiliki dampak signifikan terhadap variabel customer loyalty yakni Komitmen, Komunikasi, Penanganan konflik, dan satu variabel tidak memiliki dampak signifikan terhadap loyalitas pelanggan di Bank Mandiri Surabaya yaitu variabel kepercayaan. Dimana besar nilai pengaruh Trust terhadap loyalitas pelanggan sebesar 0,023, pengaruh Komitmen terhadap loyalitas pelanggan ialah sebesar 0,434, untuk variabel komunikasi besar nilai pengaruhnya terhadap loyalitas pelanggan sebesar 0,235, dan untuk penanganan konflik terhadap loyalitas pelanggan besar nilai pengaruhnya ialah sebesar 0,213. Berdasarkan hasil koefisien determinasi besarnya variasi variabel kepercayaan, komitmen, komunikasi, penanganan konflik secara bersama-sama mampu menjelaskan variasi variabel loyalitas pelanggan sebesar 65,5%, sedangkan 34,5% dijelaskan variabel-variabel atau faktor lain di luar model yang tidak tercermati.

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Published
2013-03-01
How to Cite
HADINATA, Melisa. STUDI PENGARUH TRUST, COMMITMENT, COMMUNICATION, CONFLICT HANDLING TERHADAP CUSTOMER LOYALTY DI BANK MANDIRI SURABAYA. CALYPTRA, [S.l.], v. 2, n. 1, p. Hal. 1 - 16, mar. 2013. ISSN 2302-8203. Available at: <http://journal.ubaya.ac.id/index.php/jimus/article/view/360>. Date accessed: 20 sep. 2017.