PENGARUH KUALITAS LAYANAN, KEPERCAYAAN, DAN IMAGE TERHADAP KEPUASAN DEBITUR BANK SULTRA
DOI:
https://doi.org/10.31328/jim.v4i1.973Abstract
Abstrak: Tujuan dari penelitian ini adalah untuk menganalisis pengaruh kualitas layanan, kepercayaan, dan image terhadap kepuasan debitur. Sebanyak 60 debitur Bank Sultra menjadi sampel, yang diambil secara accidental sampling. Setelah dilakukan analisis regresi berganda, maka diperoleh hasil bahwa kualitas layanan, kepercayaan, dan image berpengaruh signifikan terhadap kepuasan debitur Bank Sultra, baik secara simultan maupun parsial. Kepercayaan memiliki pengaruh dominan dibandingkan dengan kedua variabel independen lainnya. Hasil ini juga didukung oleh kategori penilaian statistik deskriptif yang rata-rata tinggi.References
DAFTAR PUSTAKA
Ahmad R dan Buttle F. 2001. Customer Retention Management: A reflection on theory and practice. Jakarta: PT.Gramedia Pustaka Utama.
Alida Palilati. 2007. Pengaruh Nilai Pelanggan, Kepuasan terhadap Loyalitas Nasabah Tabungan Perbankan di Sulawesi Selatan, UniversitasKristen Petra.
Almasdi, dan Jusuf Suit. 2012. Aspek Sikap Mental Dalam Manajemen SumberDaya Manusia. Jakarta: Syiar MediaSunarto. 2006. Pengantar Manajemen Pemasaran. Cet. 1. Yogyakarta : Ust Press.
Amanullah Alfian, 2012. Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah.
Andreassen, Walin. 1998. â€Customer loyalty and complex Servicesâ€. InternationalJournal of Service Industry Management, 9 (1):7-23.
Angelova, Biljana and Jusuf Zekiri. 2011. Measuring Customer Satisfaction with Service Quality Using American Customer Satisfaction Model (ACSI Model). International Journal of Academic Research in Business and Social Sciences. October 2011, Vol. 1, No. 3. ISSN: 2222-6990. p. 232-258.
Ariani, D. Wahyu. 2009. Manajemen Operasi Jasa. Yogyakarta: Graha Ilmu.
Arikunto, Suharsimi. 2002. Prosedur Penelitian Suatu Pendekatan Praktek. Jakarta: PT Rineka Cipta.
Armstrong, Garry & Philip Kotler. Marketing An Introduction (EightEdition). NewJersey: Pearson Prentice Hall. 2007.
Arnold, D.1992. The Handbook of Brand Management. The Economics Book. Internasional Management Series. Massachusstt:Perseus Books.
Asghar Afshar Jahanshahi (Corresponding Author),Mohammad Ali Hajizadeh Gashti, Seyed AbbasMirdamadi, Khaled Nawaser, Seyed Mohammad Sadeq Khaksar.â€Study the Effects of CustomerService and Product Quality on Customer Satisfaction and Loyaltyâ€, International Journal of Humanities and Social Science, Vol. 1 No. 7; [Special Issue –June 2011].
Barnes, James G. 2003. Secrets Of Customer Relationship Management, ANDI, Yogyakarta.
Barney, J., & Hansen, M. 1994. Trustworthiness as a Source of Competitive Advantage. Strategic Management Journal, 15, 175-190.
Berry, L.L., Zeithaml, V.A. and Parasuraman, A. 1985. Quality counts inservices too, Business Horizons, Vol. 28 No. 3, pp. 44-52.
Chavan, R. B. 2003. Manual on Quality Assurance for Khadi. Mahatma Gandhi Institute of Rural Industrialization a Collaborative Project of KVIC & IITD.
Connolly, Thomas and Begg, Carolyn. 2010. Database Systems A Practical Approach to Design, Implementation, and Management Fifth Edition. Boston: Pearson Education.
Dayang Nailul Munna Abang Abdullah, and Francine Rozario .2009. Influence of Service and Product Measuring Costomer Perceptions of ServiceQuaity Journal of Retailing, Vol.64 hal.12.
Dewi Kurniawati,Suharyono dan Andriani Kusumawati. 2014. Pengaruh Citra Merek Dan Kualitas Produk Terhadap Kepuasan Dan Loyalitas Pelanggan. Jurnal Administrasi Bisnis (JAB)|Vol. 14 No. 2 September 2014.
Dewi, Janita Ike. 2005. Perspektif Baru dalam Strategi Branding, Bisnis, dan Karir. Yogyakarta: Penerbit Amara Books.
Doney, P.M., and Cannon, J.P., 1997, “An Examination of The Nature of Trust in Buyer – Seller Relationship, “Journal of Marketing†April, pp. 35-51.
Dong-Mo Koo. 2003. Inter-Relationship Among Store Image, Store Satisfaction and Store Loyalty among Korean Discount retail Patrons, Asia Pacific Journal of Marketing and Logistis, ABI/Form Logal, 15, 42-74
Eka Marheni Saputri, Tutut Ratna Pranata. 2014. Analisis Pengaruh Brand Awareness Terhadap Brand Attitude Handphone Merek Nokia, Jurnal Sosioteknologi Voleme 13 Nomor 3, Universitas Telkom.
Evawati. 2012. Kualitas Produk dan Citra Merek (Brand Image) Mc Donald: Pengaruhnya Terhadap Kepuasan Konsumen. Jurnal Ilmu Ekonomi dan Sosial, Jilid 1, Nomor 2, November 2012, hlm. 184-191.
Fandi, Tjiptono. 1996. Manajemen Jasa, Yogyakarta: Andi Yogyakarta
Fandy, Tjiptono. 2000. Manajemen Jasa, Penerbit Andi Yogyakarta 2000.
Fandy, Tjiptono. 2005. Pemasaran Jasa. Malang: Bayumedia Publising.
Fandy, Tjiptono. 2007. Strategi Pemasaran. Edisi ke dua, penerbit Andi, Yogyakarta.
Fandy, Tjiptono. 2011. Pemasaran Jasa, Bayumedia, Malang.
Fandy, Tjiptono. 2012. Service Management Mewujudkan Layanan Prima. Yogyakarta: CV Andi Offset.Sutedja, Wira. 2007. Panduan Layanan Konsumen. Jakarta: PT. Grasindo.
Fornell, C. 1992. A National Customer Satisfaction Barometer: The Swedish Experience, Journal of Marketing, Vol. 60, pp. 7-17.
Gujarati, Damodar. 2003. Ekonometri Dasar. Terjemahan: Sumarno Zain, Jakarta: Erlangga.
Hariri, Mahsa., & Vazifehdust, Hossein. 2010. How Does Brand ExtensionAffect Brand Image? (International Conference on Business and Economics Research, Kuala Lumpur, Malaysia 2010). Vol. 1.
Hawkin., et al. 2000. Customer Behavior, Copy Right by Mc, Grow Hill.
Henry Simamora. 2004. Manajemen Sumber Daya Manusia. Edisi Ke-3. STIE YKPN. Yogyakarta.
Hogan, S. 2005. Employess and Images : Bringing Brand Image to Life. 2nd Annual Strategic Public Relations Conference. Chicago : Lippincot Mercer.
Husain, Umar. 2005. Manajemen Riset dan Perilaku Konsumen. PT. GramediaPusat: Jakarta.
Janita, Inka S. dan Andriani Kusumawati. 2014. Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Dalam Membentuk Loyalitas Pelanggan (Studi pada Pelanggan McDonald’s MT. HaryonoMalang), Jurnal administrasi Bisnis, Vol.15, No. 1. Oktober 2014.
Jasfar, Farida. 2009. Manajemen Jasa : Pendekatan Terpadu. Jakarta: Ghalia Indonesia.
Jefkins, Frank. 2004, Public Relations (Edisi Kelima), Jakarta, Erlangga.
Kandampully. J & Suhartanto. D. 2000. Customer Loyalty in The Hotel Industri: The rule of Customer Satisfaction and Image Internasional, Journal of Contamporary Hospitality Management. Vol.12 No. 6.
Kasali, R. 2003. Manajemen Public Relations. Grafiti, Jakarta.Kotler, P. and N Lee. 2005. Corporate Social Responsibility: Doing The Most Good for Your Company and Your Cause. John Wiley & Sons Inc, New Jersey.
Kasmir. 2005. Bank dan Lembaga Keuangan Lainnya. Jakarta: PT Raja Grafindo Persada.
Kotler, Philip, dan Kevin Lane Keller. 2009. Manajemen Pemasaran Jilid 1, edisi Ketiga Belas, Terjemahan Bob Sabran, MM. Jakarta: Penerbit Erlangga.
Kuncoro, Mudrajat. 2001. Metode Kuantitatif: Teori dan Aplikasi untuk Bisnis dan Ekonomi. Yogyakarta: UPP-AMP YKPN.
Lupiyoadi, Hamdani. 2006. Manajemen Pemasaran Jasa, Edisi Kedua. Jakarta: Penerbit Salemba Empat.
Maddala, G. S. 2001. Introduction to Econometrics. Third Edition. Chichester: John Wiley & Sons ltd.
Mardalis. 2008. Metode Penelitian Suatu Pendekatan Proposal. Jakarta: Bumi Aksara.
Mardikawati, Woro dan Naili Farida. 2013. Pengaruh Nilai Pelanggan Dan Kualitas Layanan Terhadap Loyalitas Pelanggan, Melalui Kepuasan Pelanggan Pada Pelanggan Bus Efisiensi (Studi PO Efisiensi Jurusan Yogyakarta-Cilacap, Jurnal Administrasi Bisnis (JAB), Volume 2 Nomor 1 hal 67.
Maryati. MC. 2014. Manajemen Perkantoran Efektif. Yogyakarta: UPP STIM YKPN
Mowen, John, C., dan Minor, M. 2002. Perilaku Konsumen Jilid 1, Edisi Kelima (terjemahan), Erlangga, Jakarta.
Nha Nguyen and Gaston LeBlanc (1998), The Mediating Role of Corporate Image on Customer’s Retention Decisions: an Investigation in Financial Services, International Journal of Bank Marketing 16/2, 1998.
Niehoff, B.P & Moorman, R.H, 1993. Justice As A Mediator Of The Relationship Between Methods Of Monitoring And Organizational Citizenship Behavior. Academy of Management Jounal, Vol. 36, No.3, 327-556.
Notoatmodjo, S. 2010. Metodologi Penelitian Kesehatan. Jakarta: Rineka Cipta.
Oey, Eka cipta Wijaya. 2014. Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan Dalam Membentuk Loyalitas Pelanggan Pada Pengguna Jasa Garuda Indonesia di Surabaya. Calyptra: Jurnal Ilmiah Mahasiswa Universitas Surabaya Vol.3 No.1 (2014). p. 1-17.
Parasuraman, A. 2001. The Behaviorial Consequenses of Service Quality, Jurnal of Marketing,Vol 60.
Park C. Whan dan Young, S. Mark. 1986. Consumer Respon to Television Commercial: The Impact of Involvement on Background Music on Brand Attitude Formation, Journal of Marketing Research.
Permana, Made Virma. 2013. Peningkatan Kepuasan Pelanggan Melalui Kualitas Produk dan Kualitas Layanan. Jurnal Dinamika Manajemen (JDM). Vol. 4, No. 2, 2013, pp: 115-131.
Plummer, Joseph T. 1974. The Concept and Application of Life Style Segmentation, Journal of Marketing, Vol 38, pp 33-37.
Prasaranphanich. 2007. Perilaku Konsumen Analisis Model Keputusan.Penerbitan Universitas Atma jaya Yogyakarta, Yogyakarta.
Purwoko, Bambang. 2015. Influence of Service Quality and Customer Satisfaction and Loyalty Trust Foreign Tourists Visit the Attractions in East Java Indonesia. European Journal of Business and Management. ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online) Vol.7, No.19, 2015. p.75-84.
Pusparani, Putu Ayu Yulia & Ni Made Rastini (2014) “ppengaruh kualitas produkdan brand image terhadap kepuasan konsumen dan loyalitas pelanggan kamera canon digital sigle lens reflex (DSLR)â€(studi kasus di kota denpasar)â€2014.
Rahman, Muhammad Sabbir. 2012. Service Quality, Corporate Image And Customer’s Satisfaction Towards Customers Perception: An Exploratory Study On Telecom Customers In Bangladesh. Business Intelligence Journal - January, 2012 Vol.5 No.1. p. 56-63.
Rofiq, A. 2007. Pengaruh Dimensi Kepercayaan (trust) Terhadap Partisipasi Pelanggan e-commerce (Studi Pada Pelanggan E-Commerce Di Indonesia). Tesis (dipublikasikan), Universitas Brawijaya, Malang.
Saleh, Muwafik. 2010. Public Service Communication. Malang: UMM Press.
Seitel, Fraser P. 1992. The Practice of Public Relations. Colombus, Ohio: Charles E. Merril Publishing Company.
Soemirat, Soleh & Ardianto, Elvinaro, 2007, Dasar-Dasar Public Relations, Bandung, Rosdakarya.
Stemvelt, Robert C, 2004. (Diterjemahkan oleh Purwoko) Perception of Service Quality. Allyn and Bacon, Massachusetts.
Sugiyono. 2009. Metode Penelitian Kuantitatif dan Kualitatif. CV.Alfabeta: Bandung.
Sutisna. 2001. Perilaku Konsumen dan Komunikasi Pemasaran, Penerbit PT. Remaja Rosdakarya, Bandung, Cetakan I.
Suwarni. 2009. Marketing mix strategy dalam meningkatkan volume penjualan Jurnal Ekonomi Bisnis, 1, 24.
Tantri, Adinda Pandjiaz dan Tantri Widiastuti. 2013. Faktor-Faktor Yang Mempengaruhi Kepuasan Pelanggan Pada Toko Kosmetik Candra Semarang. Jurnal Fokus Ekonomi. Vol. 8 No. 1 Juni 2013: p. 60 – 71.
Thakur, Satendra. 2012. Brand Image, Customer Satisfaction and Loyalty Intention. International Journal of Multidisciplinary Management Studies, Vol. 2(5), ISSN 2249 8834
Wijaya, Caecillia Aditya. 2014. Analisis Pengaruh Kualitas Produk, Kualitas Pelayanan, Waktu dan Harga Terhadap Relationship Quality (Studi Kasus Pada Produk Tas PT Garmindo Co). Jurnal Akuntansi dan Manajemen Esa Unggul. Vol. 2, NO. 2, Oktober 2014. p. 54-75.
Wirartha, I Made. 2006. Metodologi Penetilian Sosial Ekonomi. Yogyakarta: C.V Andi Offset.
Downloads
Published
Issue
Section
License
.png)
Attribution — You must give appropriate credit, provide a link to the license, and indicate if changes were made. You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.
ShareAlike — If you remix, transform, or build upon the material, you must distribute your contributions under the same license as the original.Â
 ========================================
The Copyright Transfer Form can be downloaded here:Â [Copyright Transfer Agreement Widya Yuridika]Â
The copyright form should be signed originally and send to the Editorial Office in the form of original mail or scanned document toÂ
Editor-in-Chief
Jurnal Ilmu Manajemen
Postgraduate Program, Masters of Management, Universitas Widya Gama, Malang.
