Pengaruh Manajemen Hubungan Pelanggan, Kualitas Pelayanan, Dan Kualitas Pengalaman Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Intervening Pada Nasabah Pt Fac Sekuritas Indonesia Di Yogyakarta

Fredi Pradana

Abstract


This study aims to determine the significance of the relationship between quality and service quality Against Customer Loyalty With Customer Satisfaction As Variable Intervention At Customers PT FAC Sekuritas Indonesia in Yogyakarta. The population is a customer of PT FAC Securitas Indonesia with more than 1.5 years of PT FAC Sekuritas Indonesia. The sample is 100 customers of PT FAC Sekuritas Indonesia. The analytical technique uses several techniques supported by t test and Coefficient Determination test with the help of SPSS for windows 17.0 program. The results showed that (1) Customer Relationship Management has a negative and insignificant effect on Customer Satisfaction. (2) Quality of Service has a negative and insignificant effect on Customer Satisfaction. (3) Quality of Experience has a positive and significant impact on Customer Satisfaction. (4) Customer Satisfaction has negative and insignificant effect on Customer Loyalty. (5) Customer Relationship Management has a negative and insignificant effect on Customer Loyalty. (6) Quality of Service has a negative and insignificant influence on Customer Loyalty. (7) Quality of Experience has a positive and significant relation to Customer Loyalty.


Keywords


Customer Relationship Management, Quality of Service, Quality of Experience, Customer Satisfaction, Customer Loyalty

Full Text:

PDF

References


Ari Prasetio, 2012. “Pengaruh Kualitas Pelayanan dan Harga Terhadap Kepuasan Pelanggan”, Jurnal Manajemen, Vol.1 No.4.

Caruana, A. 2002. Service Loyalty The Effects of Service Quality and The Mediating Role of Customer Satisfaction. European Journal of Marketing, 36.

Duffy dan Ketchand 1998. Manajemen Pemasaran. Suatu Pendekatan Strategi Oriental.Edisi kedua, Erlangga, Jakarta.

Ghozali, I.(2011).Aplikasi Analisis Multivariate dengan Program IBM SPSS 19. Semarang: Badan Penerbit Universitas Diponegoro. Edisi Kelima.

Gordon, Ian. (2002). Best Practices: Customer Relationship Management. Ivey Business Journal.

Hatane Semuel dan Diah Dharmayanti. 2013. Pengaruh Customer Experience Quality terhadap Customer Satisfaction dan Customer Loyalty di Kafe Excelso Tunjungan Plaza Surabaya: Perspektif B2C. Jurnal Manajemen Pemasaran Petra Vol.1, No.1, (2013) 1-15.

Hesti Kartika Sari, 2009. Efektifitas Loyalty Program Dalam Customer Relationship Management

Hollyoake, M. (2009, September).Customer Experience inB2BEnvironment.Retrieved September 18, 2012, fromwww.springboardcs.com/articles/uploads/CxP_IN_B2B.pdf

http://www.facsekuritas.co.id/our-profile

Inggil, Dharmawansyah, 2013, Pengaruh Experiential Marketing dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan (Studi Kasus Pada Rumah Makan Pring Asri Bumiayu). Management Analysis Journal, Vol. 2 No. 2.

Kantor Cabang Malang), Jurnal Ilmu Komunikasi, Vol. 6, No. 2, Desember 2009.

Kartika, Kezia, 2011. Pengaruh Customer Relationship Management terhadap Loyalitas Pelanggan pada PT BCA Tbk Influence of Customer Relationship Management Toward Customer Loyalty on PT. BCA Tbk. Fokus Ekonomi (FE), Desember 2011 , Hal. 183 -192. Vol.10, No.3 ISSN: 1412-3851.

Kotler, Philip and Keller, Kevin Lane (2009). Marketing Management (13th ed). New Jersey : Upper Saddle River.

Sugiyono, 2013. Metodelogi Penelitian Kuantitatif, Kualitatif Dan R&D. Bandung: ALFABETA.

Sulistyo Rini,Erma, 2016. Pengaruh Experience Quality Terhadap Brand Image Menggunakan Perceived Value (Studi Kasus di STIKOM BALI). Jurnal Sistem dan Informatika.Vol.10.No.2.

Terhadap Kepuasan Dan Loyalitas Pelanggan (Studi Kegiatan Divisi Retensi Dalam Pelaksanaan Loyalty Program“Im3@School Community ” Pada PT Indosat Tbk.

Tjiptono, Fandy, 2001. Strategi Pemasaran, Yogyakarta: Penerbit Andi

Tse dan Wilton (1988). Kepuasan Pelanggan, jilid 2. Edisi ketiga.Klaten : PT. Indeks Kelompok Gramedia.

Woro, Farida,2013.PENGARUH NILAI PELANGGAN DAN KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN, MELALUI KEPUASAN PELANGGAN PADA PELANGGAN BUS EFISIENSI (Studi PO Efisiensi Jurusan Yogyakarta-Cilacap). Jurnal Administrasi Bisnis. Vol.2 No.1.




DOI: https://doi.org/10.18196/mb.9262

Refbacks

  • There are currently no refbacks.


Copyright (c) 2019 Jurnal Manajemen Bisnis




Office: 

Ruang Jurnal Manajemen Bisnis, 
Gedung Ki Bagus Hadikusuma (E4) Lantai 2, Kampus Terpadu Universitas Muhammadiyah Yogyakarta,
Jalan Brawijaya (Lingkar Selatan), Tamantirto, Kasihan, Bantul, Daerah Istimewa Yogyakarta, Indonesia, 55183
Website: journal.umy.ac.id/index.php/mb - E-mail: mabis@umy.ac.id
Phone: +62 274 387 656 (ext: 118)

Jurnal Manajemen Bisnis is licensed under Creative Commons Attribution-ShareAlike 4.0 International (CC BY-SA 4.0)