“Analisis Faktor-Faktor yang Mempengaruhi Loyalitas Nasabah” (Studi Kasus Pada PT. Bank Rakyat Indonesia Cabang Semarang Pattimura)

Krismanto, Adi (2009) “Analisis Faktor-Faktor yang Mempengaruhi Loyalitas Nasabah” (Studi Kasus Pada PT. Bank Rakyat Indonesia Cabang Semarang Pattimura). Masters thesis, program Pascasarjana Universitas Diponegoro.

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Abstract

Penelitian ini menganalisis faktor-faktor yang mempengaruhi loyalitas nasabah. Obyek penelitian ini adalah Bank Rakyat Indonesia Cabang Semarang Pattimura. Permasalahan penelitian merujuk pada fenomena bisnis Bank Rakyat Indonesia Cabang Semarang Pattimura. Oleh karenanya permasalahan penelitian ini adalah sebagai berikut: bagaimana mempengaruhi loyalitas nasabah sesuai dengan harapan. Tujuan penelitian dirumuskan untuk mencari jawaban atas alur yang mempengaruhi loyalitas nasabah. Permodelan yang dirumuskan pada penelitian ini bertujuan memberikan pemahaman yang kritis dalam konsep dan pengukuran loyalitas nasabah. Peneliti memasukan unsur kualitas pelayanan, penanganan komplain dan pengembangan citra dan kepuasan nasabah sebagai anteseden dan memiliki konsekuensi yang signifikan terhadap loyalitas nasabah. Selain sebuah permodelan teoritis, penelitian ini telah merumuskan empat hipotesis. Metode purposif telah dipilih untuk memperoleh data yang dibutuhkan pada studi ini. Penelitian ini mempergunakan 119 responden dan keseluruhan responden adalah nasabah Bank Rakyat Indonesia Cabang Semarang Pattimura. Analisis data mempergunakan Structural Equation Model dengan program komputer Amos 16.0. Hasil penelitian ini menunjukkan diantaranya bahwa kualitas pelayanan berdampak positip terhadap kepuasan nasabah. Penanganan komplain berdampak secara positip terhadap kepuasan nasabah. Pengembangan citra terhadap loyalitas nasabah adalah berdampak positip. Pengaruh kepuasan nasabah terhadap loyalitas nasabah adalah berakibat positip. Kesimpulan akhir penelitian loyalitas nasabah dapat direkomendasikan sebagai masukan bagi pihak manajemen. Peneliti percaya bahwa pendekatan yang berkaitan dengan dimensi penanganan komplain dapat membantu manajer meningkatkan loyalitas nasabah. The main objective of this research is to analysis the factors that influence customer loyalty. The object of this research is Bank Rakyat Indonesia Semarang Pattimura Branch. The research problems are refer to the business phenomena in Bank Rakyat Indonesia Semarang Pattimura Branch and some research gap based on previous researches. Therefore, the research problems are: “How to develop a customer loyalty, could be achieved complied with the particular expectation”. The purpose of this research is to investigated the path of customer loyalty. Formulated models this research aim to give critical understanding in concept and measurement of customer loyalty. This research measure service quality, complain management, image, and customer satisfaction as antecedents and have consequence to customer loyalty. Besides the theoretical model, the researcher subsequently had compiled four hypothesis for this research. Purposive method had been used to gain valuable data in this study. Researcher used 119 respondents and all of them are customer of Bank Rakyat Indonesia Semarang Pattimura Branch. All data of this researched had been analyzed by Structural Equation Model with computer program Amos 16.0. The main findings of this research showed that service quality has a positive impact on customer satisfaction. Complain management also has a positive impact on image as well as technological of banking towards customer loyalty. The main conclusions of this research is that the influence of customers satisfaction towards customer loyalty had a significant (positive) impact. The final conclusion of customer loyalty research can be recommended as crucial implications for management. Researcher believe that the approach used in this study can help bank managers gain useful insight regarding the relative contribution of each of specific complain management dimension to the customer satisfaction, and customer loyalty.

Item Type:Thesis (Masters)
Subjects:H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:Postgraduate Program > Master Program in Management
ID Code:16154
Deposited By:Mr UPT Perpus 2
Deposited On:08 Jul 2010 09:48
Last Modified:08 Jul 2010 09:48

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