Memperkuat Loyalitas Melalui Kepercayaan, Kepuasan Dan Komitmen Studi Pada Nasabah PT. Bank Cimb Niaga
Keywords:
lembaga keuangan, pelanggan, loyalitas, model persamaan struktural
Abstract
Customer loyalty is ‘suspected’not been able to optimizationrepetition of transactions, customer recommendation and durability with the establishment relationship quality of the trust, customer satisfaction and commitment. Therefore, research conducted on Bank CIMB Niaga aims to determine the extent of the trust, and commitment to customer satisfaction can increase X-tra and TabunganKU savings customer loyalty. This research is verification and the method of research is explanatory survey method, the sample is 160 customer X-tra and tabunganKU savings in the branch office Bank CIMB Niaga Bintaro. The analytical method used is structural equation model. The results showed loyalty can be achieved with relationship quality for customers through the establishment of trust, and commitment to customer satisfaction, which all three have a positive influence. Therefore, the management of Bank CIMB Niaga need to improve their ability in trust, satisfactionand commitmentwith the bank's customers to become increasingly favored customers.
References
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Zaithaml, Valerie A. Leonard L. Berry., and A. Parasuraman, 1996, The Behavioral Consequenses of Service Quality, Journal of Marketing, Vol 50, Vol. 1, pp.31-46
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Barnes, James G., 1997, Closeness, Strength, and Satisfaction: Examining the Nature of Relationships Between Providers of Financial Services and Their Retail Customers, Psychology and Marketing, 14 (8): 765 790.
Cravens, W. David dan Piercy, F.,Nigel, 2013, Strategic Marketing, Tenth Edition, Mc Graw-Hill Irwin, New York.
Dwyer,F.R.,P.H.Schurr,&S.Oh(1987),”DevelopingBuyer-SellerRelationships,”Journalof Marketing, Vol.51(April), 11-27.
Egan, John, 2001, Relationship Marketing, Exploring Relational Strategies in Marketing. Prentice Hall, Hal 3 – 350, Orlando.
Eggert,A.,andW.Ulaga(2002),"CustomerPerceivedValue:ASubstituteforSatisfactionin BusinessMarkets?", JournalofBusiness&IndustrialMarketing,Vol.17,No.2/3,107-118.
Eli Jones et al, 2009, Developing A Strategic Framework Of Key Account Performance, Journal of Strategic Marketing, Vol. 17, No. 3 – 4, Juni – Agustus 221,235.
Gersons, Richard F., 2002, Keeping Customers for Live, USA : Crips Publications.
Griffin, Jill. 2003. Customer Loyalty : How to Earn It, How to Keep It. USA: Lexington Books.
Hair, Joseph F. Jr., Rolp E. Anderson., Ronald L. Tatham, and Wiliam C. Black, 1988, Mulivariate Data Analysis, New Jersey, Prentice Hall 5th ed
Henkel,D. Houchaime,N. Locatelli,N. Singh,S. Zeithaml,V.A. and Bittner, 2006, The Impact of Emerging WLANs on Incumbent Cellular Service Providers in the U.S.M.J. Services Marketing, McGraw-Hill Singapore.
Iqbal A., Zia M. H., Bashir S., Shahzad K & Aslam M. W., 2008, Antecedents and Outcomes of Customer satisfaction in Using Prepaid Cellular Service in Pakistan,Proceedings of the First International Conference on Business and Technology,Iqra University, Islamabad, Pakistan.
Julia Naskrent, et al, 2011, The Influence of Commitment, Trust, Satisfaction, and Involvement on Donor Retention, International Society for Third-Sector Research and The John’s Hopkins University, e-mail: philipp@siebelt.de
Morgan, Robert M. and Shelby D. Hunt, 1994, The Commitment-Trust Theory of Relationship Marketing, Journal of Marketing, Vol. 58 No. 3, pp. 20-38.
Muhammad Shaham Bakhat, et al, 2012. The Impact Of Information Technology & Hospitality Services On Customer Satisfaction-A Case study of Fast Food industry in Pakistan,Interdisciplinary Journal of Contemporary Research In Business, Vol 4, NO 6
Nelson Oly Ndubisi, Christian N. Madu, 2009. The association of gender to firm-customer relationship,The International Journal of Quality & Reliability Management . Bradford: Vol. 26, Edisi 3; pg. 283.
Rozita Shahbaz Keshvari, 2012, The Impact of E-CRM on Customers Attitude and Its Association with Generating Competitive Advantages in Iranian Financial B2B Context, Journal International Business Research Vol. 5, No. 4; April 2012; pg 34-54.
Rahman Bin Abdullah, Mohd Tajul Hasnan Mohd Tajuddin, Radzuan Noor Armia, Nik Adnan Nik Mat & Nazarudin Derani, 2012, The Relationship between Store Brand and Customer Loyalty in Retailing in Malaysia, Asian Social Science , Vol. 8, No. 2.
Sadia Jahanzeb, et al, 2011, An Empirical Analysis of Customer Loyalty in Pakistan’s Telecommunication Industry, Database Marketing & Customer Strategy Management,Publishers Ltd. 1741-2439, Vol. 18, 1, 5–15
Somayeh Aziz Pour, et al, 2013, Identifying Factors Affecting Bank Customer Loyalty (Case Study: a Set of Melli Bank Branches in East Azerbaijan Province), Periodicals Directory International Journal of Marketing and Technology, http://www.ijmra.us, 3 Volume 3.
Storbacka Kay, Lehtinen Jarmo, 2002, Customer Relationship Management, Creating Competitive Advantage through Win-win Relationship Strategies, Mc Graw-Hill Book Co, Singapore.
Tatang Kusmayadi, Pengaruh Relationship Quality terhadap Loyalitas Nasabah Tabungan, STIE STAN Indonesia Mandiri.
Tim Coltman, Timothy M Devinney, David F Midgley, 2011, Customer Relationship Management and Firm Performance, Journal of Information Technology, 26, 205–219
Vikas Agarwal, et al, 2012, Business Profitability Through Customer Loyality and Satisfaction in India with Special Reference to Dehradun (Uttarakhand), International Journal of Marketing and Technology, http://www.ijmra.us 135, Volume 2, Issue 9
Yao, Hui-I, Khong, Kok Wei, 2012, Customer Relationship Management: Is It Still Relevant to Commercial Banks in Taiwan?, International Journal of Business and Management, Vol. 7, No. 1.
Zaithaml, Valerie A. Leonard L. Berry., and A. Parasuraman, 1996, The Behavioral Consequenses of Service Quality, Journal of Marketing, Vol 50, Vol. 1, pp.31-46
Zahra Seyed Ghorban, Hossein Tahernejad, 2012, A Study on Effect of Brand Credibility on Word of Mouth: With Reference to Internet Service Providers in Malaysia, International Journal of Marketing Studies, Vol. 4, No. 1; February pg 26-37.
Zulganef(2002),”HubunganantaraSikap terhadapBukti Fisik,Proses,danKaryawandengan KualitasKeterhubungan, sertaPerannyadalam MenimbulkanNiat UlangMembelidan loyalitas,”Jurnal Riset Ekonomi danManajemen, September,98-115.
