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All Journal JMM17: Jurnal Ilmu Ekonomi dan Manajemen
Feliks Anggia B.P
Mahasiswa Pascasarjana Universitas Brawija Malang
Economics, Econometrics & Finance

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Pengaruh Kualitas Layanan Dan Relationship Marketing Terhadap Loyalitas Nasabah Pada Bank Jatim Cabang Perak Surabaya Feliks Anggia B.P; Nurul Eka Rachmawati; Hotman Panjaitan
JMM17 : Jurnal Ilmu ekonomi dan manajemen Vol 3 No 02 (2016)
Publisher : Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (307.291 KB) | DOI: 10.30996/jmm17.v3i02.806

Abstract

This research talked about client loyalty in the East Java Bank of Perak Branch,Surabaya. This research was focused on the enhancement of client loyalty based on theservice quality, and relationship marketing. From the testing results on the model in thisresearch, by using random sampling, structural equation model (SEM) analysis, and theassistance of software Amos 20, on 100 respondents, it able to explain the correlationbetween service quality and relationship marketing on the client loyalty in the East JavaBank of Perak Branch, Surabaya. Results of research showed that 1) Service qualitysignificantly affects the Relationship Marketing. 2) Service quality significantly affects theclient loyalty. 3) Relationship Marketing of the East Java Bank of Perak Branch, Surabaya,significantly affects the client loyalty. 4) Service quality significantly affects the clientloyalty, indirectly through the relationship marketing of the East Java Bank of PerakBranch, Surabaya.In this research, it was found the Determination Coefficient (R²) of 0.591, this case showsthat, with the maximal service, and the good relationship marketing between the bank andthe clients will encourage the client loyalty increase of 59.1%.Key words: Service Quality, Relationship Marketing, and Loyalty.
Co-Authors Hotman Panjaitan Nurul Eka Rachmawati