STUDI PENGARUH TRUST, COMMITMENT, COMMUNICATION, CONFLICT HANDLING TERHADAP CUSTOMER LOYALTY DI BANK MANDIRI SURABAYA
Abstract Views:
1001 times
PDF - FULL TEXT Downloads:
615 times
Keywords:
Komitmen, Komunikasi, Penanganan konflik, Loyalitas Pelanggan
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.
Downloads
Download data is not yet available.
References
Andersen, P. H., 2001, Relationship Development and Marketing Communication: An Integrative Model, Journal of Business & Industrial, Vol. 16: 167 – 180.
Bell, Simon J., dan Andreas B. Eisingerich, 2007, The Paradox of Customer Education: Customer Expertise and Loyalty in Financial Service Industry, European Journal of Marketing, Vol. 41: 466 – 486.
Bruhn, Manfred, 2003, Relationship Marketing: Management of Customer Relationship. Upper Saddle River, Prentice Hall.
Buttle, Francis, 2004, Customer Relationship Management: Concepts and Tools. Elseveir Butterworth-Heinemann.
Buttle, Francis. 2009. Customer Relationship Management: Concepts and Technologies, 2nd Edition. Elseveir Butterworth-Heinemann.
Dean, Alison M., 2007, The Impact of The Customer Orientations of Call Center Employees on Customers’ Affective Commitment and Loyalty, Journal of Service Reserch, Vol. 10: 161 – 173.
Deng, Zhaohua, Yaobin Lu, Kwok Kee Wei, Jinlong Zhang, 2010, Understanding Customer Satisfaction and Loyaly: An Empirical Study of Mobile Instant Messages In China, International Journal of Information Management, Vol. 30: 289-300.
Eshghi, A., Haughton, D., dan Topi, H. 2007. Determinants of Customer Loyalty in The Wireless Telecommunications Industry. Telecommunications Policy, Vol. 31: 93-106.
Ghozali, Imam, 2008, Model Persamaan Struktural Konsep dan Aplikasi dengan Program AMOS ver. 16.0, Badan Penerbit UNDIP.
Hair, Joseph F., William C. Black, Barry J. Babin, Rolph E. Anderson, dan Roland L. Tatham, 2006, Multivariate Data Analysis, 6th Edition, Prentice Hall.
Hair, Joseph F., Arthur H. Money, Philiph Samouel, dan Mike Page, 2007, Research Methods for Business, John Wiley & Sons, Inc.
Hawkins, D.L., Mothersbaugh D.L., dan Best R.J., 2007, Consumer Behaviour: Building Marketing Strategy, 10th Edition, McGraw-Hill.
Kasmir, 2005. Bank & Lembaga Keuangan Lainnya, Raja Grafindo Persada.
Kotler, Philip dan Kevin Lane Keller, 2006, Marketing Management, 12th Edition, Prentice Hall.
Leung, T.K.P., Kee-hung Lai, Ricky Y.K. Chan, dan Y.H. Wong, 2005, The Roles of Xinyong and Guanxi in Chinese Relationship Marketing, European Journal of Marketing, Vol. 39: 528 – 559.
Liu, C.-T., Guo, Y. M., dan Lee, C.-H. 2011. The Effect of Relationship Quality and Switching Barriers on Customer Loyalty. International Journal of Information Management, Vol. 31: 71-79.
Mardalis, Ahmad, 2005, Meraih Loyalitas Pelanggan, Benefit: Jurnal Manajemen dan Bisnis, Vol. 9: 111-119.
McDaniel, Carl, Charles W. Lamb, dan Joseph F. Hair, 2007, Marketing Essentials, 5th Edition Belmont, Thomson South-Western.
McMullan, Rosalind dan Audrey Gilmore, 2008, Customer Loyalty: An Empirical Study, European Journal of Marketing, Vol. 42: 1084 – 1094.
Moorman, Christine, Gerald Zaltman, dan Rohit Deshpande, 2002, Relationships Between Providers and Users of Market Research: The Dynamics of Trust Within and Between Organizations, Journal of Marketing Research, Vol. 29: 314 – 328.
Ndubisi, Nelson Oly, 2007a, Relationship Marketing and Customer Loyalty, Marketing Intelligence & Planning, Vol. 25: 98 – 106.
Ndubisi, Nelson Oly, 2007b, Relationship Quality Antecedents: The Malaysian Retail Banking Perspective, International Journal of Quality & Reliability Management, Vol. 4: 829 – 845.
Ndubisi, Nelson Oly, dan Chan Kok Wah, 2005, Factorial and Discriminant Analyses of The Underpinnings of Relationship Marketing and Customer Satisfaction, International Jurnal of Bank Marketing, Vol. 23: 542 – 557.
Reichheld, Frederick F., W. Earl Sasser, Jr., 1990, Zero Defections: Quality Comes to Services, Harvard Business Review, Vol. September – October 1990
Ribbink, Dina, Allard C. R. van Riel Veronica Liljander, dan Sandra Streukens, 2004, Comfort Your Online Customer: Quality, Trust, and Loyalty on The Internet, Managing Service Quality Journal, Vol. 14: 446 – 456.
Sanchez-Franco, M. J., Ramos, A. F. V., dan Felicia, F. A. M. 2009. The Moderating Effect of Gender on Relationship Quality and Loyalty Toward Internet Service Providers. Information & Management, Vol. 46: 196-202
Santoso, Singgih, 2000, Buku Latihan SPSS Statistik Parametrik, PT Elex Media Komputindo.
Santoso, Singgih, 2009, Panduan Lengkap Menguasai Statistik dengan SPSS 17, PT Elex Media Komputindo.
Santoso, Singgih, 1999, SPSS: Mengolah Data Statistik Secara Profesional, PT Elex Media Komputindo.
Sekaran, Uma, 2003, Research Methods For Business: A Skill Building Approach, 4th Edition, John Wiley & Sons, Inc.
Simamora, Bilson, Analisis Multivariat Pemasaran, Gramedia Pustaka Utama, 2005, ISBN 979-22-1769
Sirdeshmukh, Deepak, Jagdip Singh, dan Barry Sabol, 2002, Consumer Trust, Value, and Loyalty in Relational Exchanges, Journal of Marketing, Vol. 66: 15 – 37.
Solomon, Michael R., Greg W. Marshall, dan Elnora W. Stuart, 2008, Marketing: Real People, Real Choice, 5th Edition, Prentice Hall.
Wilson, David T., 1995, An Integrated Model of Buyer-Seller Relationships, Journal of the Academy of Marketing Science, Vol. 23: 335-345
Wong, Amy dan Amrik Sohal, 2002, An Examination of The Relationship Between Trust, Commitment and Relationship Quality, International Journal of Retail & Distribution Management, Vol. 30: 34-50.
Zickmund, William G, 2003, Business Research Methods, 7th Edition, Thomson South-Western.
http://bisniskeuangan.kompas.com, diunduh pada tanggal 7 September 2012
http://www.anneahira.com/bankmandiri.htm, diunduh pada tanggal 7 September 2012
http://www.bankmandiri.co.id/corporate01/about.asp?row=1, diunduh pada tanggal 7 September 2012
http://bisniskeuangan.kompas.com/read/2012/07/13/1712575/Mandiri.Bank.Terbaik.di.Indonesia, diunduh pada tanggal 7 September 2012
www.mandiri-investasi.co.id (diunduh pada tanggal 8 September 2012)
Bell, Simon J., dan Andreas B. Eisingerich, 2007, The Paradox of Customer Education: Customer Expertise and Loyalty in Financial Service Industry, European Journal of Marketing, Vol. 41: 466 – 486.
Bruhn, Manfred, 2003, Relationship Marketing: Management of Customer Relationship. Upper Saddle River, Prentice Hall.
Buttle, Francis, 2004, Customer Relationship Management: Concepts and Tools. Elseveir Butterworth-Heinemann.
Buttle, Francis. 2009. Customer Relationship Management: Concepts and Technologies, 2nd Edition. Elseveir Butterworth-Heinemann.
Dean, Alison M., 2007, The Impact of The Customer Orientations of Call Center Employees on Customers’ Affective Commitment and Loyalty, Journal of Service Reserch, Vol. 10: 161 – 173.
Deng, Zhaohua, Yaobin Lu, Kwok Kee Wei, Jinlong Zhang, 2010, Understanding Customer Satisfaction and Loyaly: An Empirical Study of Mobile Instant Messages In China, International Journal of Information Management, Vol. 30: 289-300.
Eshghi, A., Haughton, D., dan Topi, H. 2007. Determinants of Customer Loyalty in The Wireless Telecommunications Industry. Telecommunications Policy, Vol. 31: 93-106.
Ghozali, Imam, 2008, Model Persamaan Struktural Konsep dan Aplikasi dengan Program AMOS ver. 16.0, Badan Penerbit UNDIP.
Hair, Joseph F., William C. Black, Barry J. Babin, Rolph E. Anderson, dan Roland L. Tatham, 2006, Multivariate Data Analysis, 6th Edition, Prentice Hall.
Hair, Joseph F., Arthur H. Money, Philiph Samouel, dan Mike Page, 2007, Research Methods for Business, John Wiley & Sons, Inc.
Hawkins, D.L., Mothersbaugh D.L., dan Best R.J., 2007, Consumer Behaviour: Building Marketing Strategy, 10th Edition, McGraw-Hill.
Kasmir, 2005. Bank & Lembaga Keuangan Lainnya, Raja Grafindo Persada.
Kotler, Philip dan Kevin Lane Keller, 2006, Marketing Management, 12th Edition, Prentice Hall.
Leung, T.K.P., Kee-hung Lai, Ricky Y.K. Chan, dan Y.H. Wong, 2005, The Roles of Xinyong and Guanxi in Chinese Relationship Marketing, European Journal of Marketing, Vol. 39: 528 – 559.
Liu, C.-T., Guo, Y. M., dan Lee, C.-H. 2011. The Effect of Relationship Quality and Switching Barriers on Customer Loyalty. International Journal of Information Management, Vol. 31: 71-79.
Mardalis, Ahmad, 2005, Meraih Loyalitas Pelanggan, Benefit: Jurnal Manajemen dan Bisnis, Vol. 9: 111-119.
McDaniel, Carl, Charles W. Lamb, dan Joseph F. Hair, 2007, Marketing Essentials, 5th Edition Belmont, Thomson South-Western.
McMullan, Rosalind dan Audrey Gilmore, 2008, Customer Loyalty: An Empirical Study, European Journal of Marketing, Vol. 42: 1084 – 1094.
Moorman, Christine, Gerald Zaltman, dan Rohit Deshpande, 2002, Relationships Between Providers and Users of Market Research: The Dynamics of Trust Within and Between Organizations, Journal of Marketing Research, Vol. 29: 314 – 328.
Ndubisi, Nelson Oly, 2007a, Relationship Marketing and Customer Loyalty, Marketing Intelligence & Planning, Vol. 25: 98 – 106.
Ndubisi, Nelson Oly, 2007b, Relationship Quality Antecedents: The Malaysian Retail Banking Perspective, International Journal of Quality & Reliability Management, Vol. 4: 829 – 845.
Ndubisi, Nelson Oly, dan Chan Kok Wah, 2005, Factorial and Discriminant Analyses of The Underpinnings of Relationship Marketing and Customer Satisfaction, International Jurnal of Bank Marketing, Vol. 23: 542 – 557.
Reichheld, Frederick F., W. Earl Sasser, Jr., 1990, Zero Defections: Quality Comes to Services, Harvard Business Review, Vol. September – October 1990
Ribbink, Dina, Allard C. R. van Riel Veronica Liljander, dan Sandra Streukens, 2004, Comfort Your Online Customer: Quality, Trust, and Loyalty on The Internet, Managing Service Quality Journal, Vol. 14: 446 – 456.
Sanchez-Franco, M. J., Ramos, A. F. V., dan Felicia, F. A. M. 2009. The Moderating Effect of Gender on Relationship Quality and Loyalty Toward Internet Service Providers. Information & Management, Vol. 46: 196-202
Santoso, Singgih, 2000, Buku Latihan SPSS Statistik Parametrik, PT Elex Media Komputindo.
Santoso, Singgih, 2009, Panduan Lengkap Menguasai Statistik dengan SPSS 17, PT Elex Media Komputindo.
Santoso, Singgih, 1999, SPSS: Mengolah Data Statistik Secara Profesional, PT Elex Media Komputindo.
Sekaran, Uma, 2003, Research Methods For Business: A Skill Building Approach, 4th Edition, John Wiley & Sons, Inc.
Simamora, Bilson, Analisis Multivariat Pemasaran, Gramedia Pustaka Utama, 2005, ISBN 979-22-1769
Sirdeshmukh, Deepak, Jagdip Singh, dan Barry Sabol, 2002, Consumer Trust, Value, and Loyalty in Relational Exchanges, Journal of Marketing, Vol. 66: 15 – 37.
Solomon, Michael R., Greg W. Marshall, dan Elnora W. Stuart, 2008, Marketing: Real People, Real Choice, 5th Edition, Prentice Hall.
Wilson, David T., 1995, An Integrated Model of Buyer-Seller Relationships, Journal of the Academy of Marketing Science, Vol. 23: 335-345
Wong, Amy dan Amrik Sohal, 2002, An Examination of The Relationship Between Trust, Commitment and Relationship Quality, International Journal of Retail & Distribution Management, Vol. 30: 34-50.
Zickmund, William G, 2003, Business Research Methods, 7th Edition, Thomson South-Western.
http://bisniskeuangan.kompas.com, diunduh pada tanggal 7 September 2012
http://www.anneahira.com/bankmandiri.htm, diunduh pada tanggal 7 September 2012
http://www.bankmandiri.co.id/corporate01/about.asp?row=1, diunduh pada tanggal 7 September 2012
http://bisniskeuangan.kompas.com/read/2012/07/13/1712575/Mandiri.Bank.Terbaik.di.Indonesia, diunduh pada tanggal 7 September 2012
www.mandiri-investasi.co.id (diunduh pada tanggal 8 September 2012)
Published
2013-03-01
Section
Bidang Manajemen (M)
- Articles published in CALYPTRA are licensed under a Creative Commons Attribution-ShareAlike 4.0 International license. You are free to copy, transform, or redistribute articles for any lawful purpose in any medium, provided you give appropriate credit to the original author(s) and the journal, link to the license, indicate if changes were made, and redistribute any derivative work under the same license.
- Copyright on articles is retained by the respective author(s), without restrictions. A non-exclusive license is granted to CALYPTRA to publish the article and identify itself as its original publisher, along with the commercial right to include the article in a hardcopy issue for sale to libraries and individuals.
- By publishing in CALYPTRA, authors grant any third party the right to use their article to the extent provided by the Creative Commons Attribution-ShareAlike 4.0 International license.
