THE EFFECT OF SERVICE FEATURES ON LOYALTY IN MEDIATION OF BNI TAPLUS UGM CUSTOMER SATISFACTION

Benny Umbara, Haddy Suprapto, Titik Kusmantini

Abstract


The increasing number of banking companies are switching to work on the consumer market, resulting in higher competition between banks. This research was conducted to analyze and determine the effect of BNI Taplus service features on customer satisfaction and customer loyalty and the effect of BNI Taplus service features on customer loyalty mediated by customer satisfaction. The data were obtained by distributing surveys to several respondents. The sample consisted of 100 respondents. This research analysis test using path analysis with the SEM method. The results of this research analysis test found several things that service features did not have a significant effect on customer satisfaction and loyalty of BNI Taplus UGM Yogyakarta Branch. While customer satisfaction is able to mediate positively and significantly the effect of service features on customer loyalty at BNI Taplus UGM Yogyakarta Branch.

Keywords


service features, customer satisfaction, and customer loyalty

Full Text:

PDF

References


Ahmed, Ishfag; Shafiq Gul; Umer Hayat; & Mohammad Qasim. (2010). Service quality; Service features; and Customer complaint handling as the major determinants of customer satisfaction in Banking sector: A Case study of National Bank of Pakistan. https://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.575.5889&rep=rep1&type=pdf

Ardhitasari, Tania Viska. (2012). Analisis Pengaruh Pelayanan, Produk, Citra, Teknologi, dan Lokasi Terhadap Kepuasan Nasabah (Studi Pada Bank BRI di Semarang). Skripsi. Fakultas Ekonomi dan Bisnis. Universitas Dian Nuswantoro.

Bastos, J A.R., and Gallego, P.M. (2008). Pharmacies Customer Satisfaction and Loyalty: A Framework Analysis. Journal of Marketing. Universidad de Salamanca.

Bloemer, J. (1998). Investigating Derivers of Bank Loyalty: The Complex Relationship Between Image, Service Quality and Satisfaction. International Journal of Bank Marketing.16, (7). 276- 286.

Bloemer, J. M. M., dan Kasper, H. D. P. (1995). The complex relationship between consumer satisfaction and brand loyalty. Journal of Economic Psychology.16.311-329.

Caruana, A. (2002). Service loyalty: The effects of service quality and mediating role of customer satisfaction. European Jounal of Marketing.36(7).811-828.

Cooper, D.R. dan Schindler, P.S. (2014). Business Research Methods. New York: McGraw-Hill.

Ganguli, Shirshendu dan Sanjit Kumar Roy. (2010). Generic Technology-Based Service Quality Dimensions In Banking ; Impact On Customer Satisfaction And Loyalty. International Journal of Bank Marketing. Vol 29: 168-189.

Haryani Hatta, Iha. (2017). Feature, Nilai, Kepuasan dan Loyalitas Pelanggan. Jurnal Riset Manajemen dan Bisnis Vol.2, No.1, Februari 2017 : 45 – 52 ISSN 2527 – 7502.

Hoq Z M; Sultana N; Amin M. (2010). The Effect of Trust, Customer Satisfaction and Image on Customer Loyalty in Islamic Banking Sector, South Asian Journal of Management, 17(1)(3): 70. Jaya, IMLM. (2020). Metode Penelitian Kuantitatif Dan Kualitatif: Teori, Penerapan, dan Riset Nyata. Anak Hebat Indonesia: Yogyakarta.

Meitiana. (2014). Pengaruh Kualitas Layanan Terhadap Loyalitas Melalui Kepuasan Konsumen Pengguna Jasa Transportasi Udara Rute Palangka Raya – Jakarta. JSM (Jurnal Sains Manajemen). ISSN : 2302-1411. Volume III, Nomor 1, April 2014.

Nurullaili dan Andi Wijayanto. (2013). Analisis Faktor-Faktor yang Memengaruhi Loyalitas Konsumen Tupperware. Jurnal Administrasi Bisnis, Volume 2, Nomor 1.

Siwantara I W, (2011). “Pengaruh Nilai Pelanggan Terhadap Kepuasan & Loyalitas Pelanggan”. Jurnal Bisnis & Kewirausahaan, Vol 7, No.3, Nopember 2011. Penerbit: Politeknik Negeri Bali,Bali.

Tjiptono, Fandy. (2012). Pemasaran Jasa. C,V ANDI OFFSET, Yogyakarta.

Yi, Y. 1990. A critical review of consumer satisfaction, in Zeithaml, V. (Ed.), Review of Marketing, 1990, American Marketing Association, Chicago, IL, 68-123.


Refbacks

  • There are currently no refbacks.
slot gacor slot gacor hari ini slot gacor 2025 demo slot pg slot gacor slot gacor