The Influence of Service Quality, Customer Value, and Corporate Image on Customer Loyalty (Case Study of PT BNI Syariah Tanah Abang Branch)

Zulfa Anggraini, Sofyan Rizal

Abstract


The purpose of study was to analyze the effect of service quality., customer value and company image on customer loyalty at PT. BNI Syariah Tanah Abang Branch. The type of research is quantitative. The data source of study is primary data derived from the sample, namely the customers of PT. BNI Syariah Tanah Abang Branch. Data collection was done using purposive sampling by spreading to 100 respondents. This study uses multiple linier regression analysis method. The results of study show that 1) service quality doesn’t significantly influence customer loyalty. 2) customer value significantly influences customer loyalty. 3) company image significantly influence customer loyalty, and 4) service quality, customer value and influential company image significantly influence customer loyalty.


Keywords


service quality, customer value, company image, and customer loyalty

Full Text:

PDF

References


Budiarti, Anindhyta. Pengaruh Kualitas Pelayanan dan Penanganan keluhan Terhadap Kepuasan dan Loyalitas Nasabah Bank Umum Syariah di Surabaya. Jurnal Ekuitas, Vol 15, No.2, Juni. 2011

Darlina, Deli. Pengaruh Citra Perusahaan dan Kualitas Pelayanan Terhada Loyalitas Pelanggan Pada Jasa Perhotelan. Jurnal JOM Fisip, Vol 1, No.3, Febuari. 2016

Ghozali, Imam. Aplikasi Analisis Multivariate dengan Program SPSS. Semarang: Badan Penerbit Universitas Diponegoro. 2011

Griffin, Jill. Customer Loyalty How to Earn it, How to Keep it. Kentucky:Mc.Graw Hill. 2002

Griffin, Ricky W. Management. 11th Edition. South Western Cegage Learining. Ohio. 2013

Hidayat, Rachmat. Pengaruh Kualitas Pelayanan, Kualitas Produk, dan Nilai Nasabah Terhadap Kepuasan dan Loyalitas Nasabah Bank Mandiri. Jurnal Manajemen dan Kewirausahaan, Vol 11, No.1, Maret. 2009

Kasmir. Manajemen Perbankan Edisi Revisi 11,Jakarta : PT. Raja Grafindo Persada. 2002

Kotler, Philip and Amstrong, Gerry. Prinsiples of Marketing. Pearson Prentice Hall. Ney Jersey. 2011

Kotler, Philip and Keller, Kevin Lane. Marketing Management. 14th Edition. Prentice Hall New Jersey, 2012

Mardikawati, Woro dan Farida Naili. Pengaruh Nilai Pelanggan dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Pada Pelanggan Bus Efisiensi. Jurnal Administrasi Bisnis, Vol 2, No.1, Maret. 2013

Mastuti H dan Ririn Ratnasari. Manajemen Pemasaran Jasa,Bogor. 2011.

Muhammad. Manajemen Dana Syariah,Jakarta. 2015. Prentice Hall New Jersey, 2012

Parasuraman, A. Zethaml, Valerie A and Berry, Leonard. A Conceptual Model of Service Quality adn Its Implications for Future Research. Jornal of Marketing Vol. 49. 2009

Prasetya, Sera dan Ibrahim, Mariaty. Pengaruh Nilai Pelanggan dan Citra Perusahaan Terhadap Kepuasan Pelanggan Menginap di Alpha Hotel Pekanbaru,Riau.2017

Sudarsono, Heri. Bank dan Lembaga Keuangan Syariah, Yogyakarta. 2008

Sugiyono. Metode Penelitian Kuantitatif Kualitatif Dan R&D. Cetakan 13. Alfabeta. Bandung. 2011

Suta, I Putu Gede Ary dan Soebowo Musa. Membedah Krisis Perbankan,Jakarta.2003

Sutisna. Perilaku Konsumen dan Komunikasi Pemasaran, Bandung. 2016

Tjiptono, Fandy. Manajemen Pemasaran Jasa. Bayumedia Publishing. 2005

http://makalahpaijo.blogspot.co.id/20 13/04/konsep-manajemen- syariah.html




DOI: https://doi.org/10.33258/birci.v8i3.8103

Article Metrics

Abstract view : 0 times
PDF - 0 times

Refbacks

  • There are currently no refbacks.


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

 

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