CUSTOMER RELATIONSHIP MANAGEMENT DAN CUSTOMER VALUE PENGARUHNYA TERHADAP KEPUASAN NASABAH SERTA IMPLIKASINYA TERHADAP LOYALITAS NASABAH PADA NASABAH KREDIT KOMERSIL PT. BANK SULUTGO KANTOR CABANG UTAMA MANADO

Jeifer J. L. Rompas, Lisbeth Mananeke, Frederik G. Worang

Abstract


Customer Relationship Management and Customer Value influence on Customer Satisfaction and the effect on the loyalty of commercial credit customers at PT. Bank SulutGo, Manado Main Branch Office. This study aims to 1) Analyze the influence of Customer Relationship Management on commercial credit customer satisfaction. 2) Analyzing the effect of Customer Value on customer satisfaction of commercial credit. 3) Analyzing the effect of Customer Relationship Management on the loyalty of commercial credit customers. 4) Analyzing the effect of Customer Value on the loyalty of commercial credit customers. 5) Analyzing the effect of satisfaction on the loyalty of commercial credit customers. This research is a quantitative study which adopts path analysis model. The data used are primary and were obtained using a questionnaire. Data was collected from 100 samples that are commercial credit customers of PT. Bank SulutGo, Manado Main Branch Office. The research findings conclude that 1) Customer Relationship Management has a significant influence on Customer Satisfaction of commercial credit. 2) Customer Value has a significant influence on Customer Satisfaction of commercial credit. 3) Customer Relationship Management has a significant direct effect on customer loyalty for commercial credit. 4) Customer Value has a significant direct effect on the loyalty of commercial credit customers. 5) Satisfaction has a significant influence on Customer Loyalty, as well as mediating Customer Relationship Management and Customer Value variables to Customer Loyalty variables

 

Keywords:  customer relationship management, customer value, customer satisfaction, customer loyalty

 


Full Text:

PDF

References


Abdurahman & Muhidin. 2007. Analisis Korelasi, Regresi dan Jalur Penelitian. Bandung: CV Pustaka Setia

Amstrong dan Kotler, P. 2003. Manajemen Pemasaran, Edisi Kesembilan. Jakarta: PT. Indeks Gramedia

Bayuningrat, L., Handoyo & Widayanto, 2013. Pengaruh Kualitas Pelayanan, Kualitas Produk dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Jasa Transportasi Taksi New Atlas Kota Semarang. Diponegoro Journal Of Social And Politic.

Bhote, Keki R. 1996. Beyond Customer Satisfaction to Customer Loyalty.American Management Association.

Buttle, Francis. 2004:2. Customer Relationship Management Concept and Tools. Elsevier Ltd.

Deni, Daruri A & Djoni, Edward, 2004. BPPN: Garbage in Out. Jakarta, Jakarta: Center for banking crisis.

E. Mamatzakiz et al., 2005. Competition and Concectration in the Banking Sector of the South Eastern European Region. Emerging Market Review 6 (2005) 192-209

Endang, T. 2013. Pengaruh Citradan Promosi Terhadap kepuasan Pelanggan Serta Dampaknya Terhadap Loyalitas Pelanggan (Studi pada Pelanggan Supermarket Carrefour Di Semarang). Jurnal Media ekonomi dan Manajemen Vol. 28(2).

Ferdinand. 2002. Metode Penelitian Manajemen: Pedoman penelitian untuk Skripsi, Tesis, dan Desertasi Ilmu Manajemen, Semarang: Badan Penerbit Universitas Diponegoro

Fergiawan, D. 2016. Pengaruh Nilai Nasabah Terhadap Loyalitas Nasabah Bank Syariah Mandiri Kantor Cabang Surakarta. Thesis. Institut Agama Islam Negeri Surakarta.

Ghozali, I. 2013. Aplikasi Analisis Multivariate dengan Program SPSS. Edisi Ketujuh. Semarang: Badan Penerbit Universitas Diponegoro

Griffin, A. dan John R. Hauser. 1993. "The Voice of Customer," Marketing Science, Vol. 12, No.1, Winter.

Haryono, S. dan Wardoyo, P. 2012. Structural Equation Modelling untuk Penelitian Manajemen Menggunakan AMOS 18.00. Bekasi: PT. Intermedia Personalia Utama.

Kalakota, Ravi & Maria Robinson, 2001. E-Business 2.0: Roadmap for Success. USA: Addison Wesley, Longman Inc.

Kotler, P. dan Kevin L. K, 2016. Marketing Management, 15thEdition New Jersey: Pearson Pretice Hall, Inc.

Mulyaningsih dan Daly, 2011. Competitive Conditions in Banking Industry: An Emprical Analysis of the Consilidation, Competition and Concentration in The Indonesia Bangkin Industry between 2001 and 2009, Bulletin of monitery economics and banking

Nardiman. 2017. Pengaruh Customer Relationship Management dan Customer Value Terhadap Kepuasan Nasabah dan Dampaknya pada Loyalitas Nasabah Bank BRI Unit Tiku Cabang Bukittinggi. Jurnal EKOBISTEK, Vol. 6(2), Oktober 2017, PP. 251-262

Rianto, M. N. dan Titin, N. 2015. Customer Relationship Management dan Pengaruhnya Terhadap Loyalitas Nasabah Bank: Studi pada Bank Muamalat Indonesia. SENSI Jurnal Bisnis dan Manajemen. Vol 5(1). PP. 51-64.

Tjiptono, F. 2013. Pemasaran Jasa. Yogyakarta: Banyumedia Publishing

Victor, P. Jorie, R.J., Sumarauw, J.S.B. 2015. Pengaruh Customer Relationship Management dan Kepercayaan Terhadap Kepuasan Serta Dampaknya Terhadap Loyalitas Konsumen PT. Bank BCA Tbk. di Manado. Jurnal EMBA. Vol.3 No.2 Juni 2015, Hal. 671-683. ISSN 2303-1174.

Willy, R. P. 2015. Pengaruh Kualitas Layanan, Nilai Nasabah, Dan Hambatan Pindah Terhadap Loyalitas Nasabah BPR Bank Bantul. Thesis. Universitas Negeri Yogyakarta

Wiwoho, A., I. 2017. Pengaruh Customer Relationship Management (CRM) Terhadap Kepuasan Konsumen Dan Loyalitas Konsumen (Asuransi Jiwa Prudential). Thesis. Universitas Muhammadiyah Yogyakarta. http://repository.umy.ac.id/handle/123456789/10437

Zeithaml, V. A. and Bitner, M. J. 2003. Service Marketing, New York: McGraw Hill Inc, Int’l.




DOI: https://doi.org/10.35794/jmbi.v7i3.30297

Refbacks

  • There are currently no refbacks.


View My Stats

 

 Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.