Pengaruh Banking Service Quality (BSQ) Terhadap Kepuasan Nasabah Dan Dampaknya Terhadap Loyalitas Nasabah Pada Bank CIMB Niaga Syariah Padang
DOI:
https://doi.org/10.30640/ekonomika45.v6i2.1210Keywords:
Banking Service Quality (BSQ), Satisfaction, LoyaltyAbstract
This research will advance the Bahia and Nantel's research by studying the impact of Bahia and Natel's BSQ dimensions toward customer satisfaction and its influence on customer loyalty. This study being held in Bank CIMB Niaga Syariah, Padang Branch in West Sumatera Province. 190 respondents had been took as a samples in this study by using convenience sampling method. Primary data had been obtained through questionnaires. Data analysis method which used in this study is Structural Equation Modelling. The findings shows that BSQ's dimensions have a positive and significant impact toward customer satisfaction, moreover customer satisfaction have a positive and significant impact toward customer loyalty. Based on those results, so it been concluded that tangible must have an extra attention in order to increase the customer satisfaction.
References
Andreassen, Tor Wallin (1994), "Satisfaction, Loyalty and Reputation as Indicators of Customer Orientation in the Public Sector," International Journal of Public Sector Management, Vol. 7 No. 2, p. 16 – 34.
Amelia, D., Murni, I., Putri, A., Badri, J., & Johan, H. (2019). A Study of Clothing Industry Competitiveness with Porter’s Five Force Approach in Kabupaten Agam Central Industry (A Preliminary Study of Ampek Angkek, Banuhampu, Sungai Puar). KnE Social Sciences, 169-185.
Athanassopoulos, Antreas, Spiros Guonaris dan Vlassis. Stathakopoulos (2001), "Behavioural Responses to Customer Satisfaction: an Empirical Study," European Journal of Marketing, Vol 35 No. 5/6, p. 687 – 707.
Bahia, Kamilia dan Jacques Nantel (2000), "A Reliable and Valid Measurement Scale for the Perceived Service Quality of Banks," International Journal of Bank Marketing, 18/2, p. 84 – 91.
DeKimpe, M.G., J. Steenkamp, B.E.M. Mellens dan P. Vanden Abeele (1998), "Decline and Variability in Brand Loyalty," International Journal of Research in marketing, Vol. 14, p. 405 – 420.
Engel, J.F., R.D. Blackwell dan P.W. Miniard (1990), Perilaku Konsumen, Jilid II, Jakarta : Binarupa Aksara.
Gremler, D.D. dan S.W. Brown (1996), "Service Loyalty: Its Nature, Impotance and Implication," in Edvardsson, B., Brown B. dan E. Scheuing (Eds.), QUIS V: Advancing Service Quality : A Global Perspective, ISQA, New york, NY. , p. 171 – 181.
Hair JF, Anderson RE, Tatham RL, Black WC. (1998), Multivariate Data Analysis, New Jersey: Prentice - Hall.
Hayati, R., Izmuddin, I., & Putri, A. (2019). Pengaruh Religiusitas Dan Budaya Terhadap Prilaku Konsumen Muslim Dalam Membeli Makanan Kafe. ekonomika syariah: Journal Of Economic Studies, 3(1), 72-84.
Heliyani, H., & Julianto, H. H. (2019). Analisis Keputusan Investasi Saham Berdasarkan Penilaian Harga Saham Pada Perusahaan Property Dan Real Estate Yang Terdaftar Di Bursa Efek Indonesia. Jurnal Ekonomi, 22(2), 128-144.
Hesti Budiwati, Kasno, (2015), “Implementasi Dimensi Banking Service Quality Dan
Imam Ghozali (2001), Aplikasi Analisis Multivariate Dengan Program SPSS, Badan Penerbitan Universitas Diponegoro, Semarang.
Journal of Marketing Research, Vol. 25, p. 204 – 212.
Kotler, Philip.,Keller, Kevin Lane. (2012). Manajemen Pemasaran, jilid I, edisi ketiga belas, Penerbit Erlangga, Jakarta.
Lewis, B.R. (1993), "Service Quality: Recent Development in Financial Services," International Journal of Bank Marketing, Vol. 11 No. 6, p. 19 – 25.
Macintosh, G. dan L.S. Lockshin (1998), "Retail Relationships and Store Loyalty: a Multilevel Perspective," International Journal of Research in Marketing, Vol. 1 4. , p. 487 – 498.
Masri Singarimbun dan Sofian Effendi (1991), Metode Penelitian Survey, Edisi Revisi, Jakarta, LP3ES.
Merianti, L., Amelia, D., Srywayuni, A., & Yuliane, S. A. (2019, August). Stories Of Mothers With Intellectual Disability Children In West Sumatera, Indonesia. In Proceedings of the International Conference on Applied Science and Health (No. 4, pp. 343-351.
Naim, M. A., Rimawan, E., & Mahmud, A. P. (2019). Relayout Production Facility of PC. Spun Pile Using Systematic Layout Planning in ABC Factory.
Nur, D., Putra, M. I., Satria, R., Jomi, H., & Putri, A. (2019). The Effect Of Work Ethics And Discipline On Performance That Is Intervening By The Commitments Of State Civil Organizations (A Case Study Of Educational Laboratory Staff At Padang State Polytechnic). International Journal Of Management Excellence (ISSN: 2292-1648), 12(2), 1805-1813.
Putri, A. A., Ismoyowati, D., & Pamungkas, A. P. (2019, November). Dynamic Modeling Of Marketing Channels To Control The Inventory Of Black Rice In Yogyakarta Indonesia. In IOP Conference Series: Earth And Environmental Science (Vol. 355, No. 1, P. 012054). IOP Publishing
Sekaran, Uma (1992), Research Methods For Business: Skill - Building Approach; 2nd Editon, John Wiley & Sons, Inc.
Selnes, Fred (1993), "An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty," European Journal of Marketing, Vol 27 No. 9, p. 19 – 35.
Suryanto, D. (2019). Pengaruh Gaya Kepemimpinan Dan Motivasi Kerja Terhadap Kinerja Pegawai Di Kantor Wali Nagari Koto Tinggi Kecamatan Baso Kabupaten Agam. JUSIE (Jurnal Sosial Dan Ilmu Ekonomi), 3(02), 102-114.
Suryanto, D. (2019). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Pada PT. BCA Finance Cabang Bukit Tinggi. COSTING: Journal Of Economic, Business And Accounting, 2(2), 236-247.
Suryanto, D. (2019). Pengaruh Motivasi Kerja, Kemampuan Kerja Dan Lingkungan Kerja Terhadap Kinerja Pegawai Negeri Sipil Pada Dinas Pendapatan Pengelolaan Keuangan Dan Asset Daerah Kabupaten Lima Puluh Kota. JUSIE (Jurnal Sosial Dan Ilmu Ekonomi), 4(02), 71-81.
Tse, DK. dan P.C. Wilson (1988), "Models of Consumer Satisfaction Formation : an Extension,"
Yavas, U. dan D.J. Shemwell (1996), "Bank Image : Exposition and Illustration of Correspondence Analysis," International Journal of Bank Marketing, Vol. 14 No. 1, p. 15 – 21.
Zeithaml, Valari A. dan Mary Jo Bitner (1996), Service Marketing, New York, MC. Graw - Hill co.
