PENGARUH TRUST CORPORATE DAN MARKETING COMMUNICATION TERHADAP CUSTOMER SATISFACTION PADA PERUSAHAAN JASA PT AAJI MANULIFE SURABAYA

  • Nur jannah

Abstract

This study aims to determine the effect of corpoarate trust and marketing communication on
customer satisfaction on PT. AAJI Insurance Manulife Surabaya. This type of research is
survey research that uses or has used insurance services at PT.AAJI Manulife Surabaya. The
sampling technique accidental sampling, so that the number of samples obtained is 100
people. The technique of collecting data uses questionnaires and tabulations that have been
tested for validity and reliability. The data analysis technique used is multiple linear
regression. The results of this study found that there is a simultaneous influence of corporate
and communication trust on customer satisfaction and empirically the partial effect that
corporate trust has a positive and significant effect on customer satisfaction and marketing
communication has a positive and significant effect on customer satisfaction.
Keywords: Corporate trust, Marketing Communication, Customer Satisfaction

References

Doney, P. M., & Cannon, J. P. (1997). “An

examination of the nature of trust in

buyer-seller relationshipsâ€. Journal of

Marketing, 61 (April), 35-51.

Earl Sasser (1995), Customer Loyalty: How

To Earn It, How To Keep It. A division of

simon and schukers inc ; Usa

Edvardsen, D F., dan Forsund, F. R. (2003).

International benchmarking of electricity

distribution utilities and service quality,

performance business Resource and

EnergyEconomics,25. p. 253-371.

Eftime., & Moldova. (2013). Customer

Satisfaction And Its Consequences On

Customer Behaviour Revisited,

International Journal of Services

Industries Management, Vol.9, No 2

Eman Mohamed, Abd-El-Salam, Ayaman

Yehia Shawky ., & Tawfik El-Nahas,

(2013). The Impact of Corporate Image

andReputation on Service Quality,

Customer Satisfaction and Customer

Loyalty: Testing The Mediating Role.

Caseanalysis in an International Service

Company , The Business & Management

Review, Vol.3 Number 2.

Engel, James, F, Roger D. Blackwell., & Paul

W. Miniard (1994). Perilaku Konsumen.

Edisi Keenam. Jilid I. Penerbit Binapura

Aksara. Jakarta

Engel, F. James, Roger D. Blackwell., & Paul

W. Miniard. (2004). Perilaku Konsumen.

Terjemahan Alex Budianto. Edisi

Keenam. Jilid 2. Jakarta: Bina Rupa

Aksara.

Fatmawati (2004), The Impact of Price

Perception, Service Quality, And Brand

Image on Custumer Loyalty (Study of

Hospitality Industry In Pakistan

Interdisciplinary, Journal Of

Contempory Research In Business Vol 4,

No. 5.2012.

Fazio, R. H., & Zanna, M. P. (1981). On the

predictive validity of attitudes: The Roles

of Direct Experience and Confidence.

Journal of Experimental Social

Psychology, Vol. 46, (Fall), pp.228-243.

Feist, Jess dan Feist, Gregory. (2010). Teori

Kepribadian Pelanggan. Buku 2.

Jakarta: Salemba Humanika

Feldman, S (2004). Understanding Psychology.

Fourth Edition. McGraw Hill, Inc.

United States of America.

Ferdinand, Augusty. (2002). Structural

Equation Modelling dalam Penelitian

Manajemen. Semarang:FE UNDIP.

Ferdinand, Augusty (2012). Metode Penelitian

Manajemen, Badan Penerbit Universitas

Diponegoro. Semarang

Florin Lucian ISAC,Anca Maria Milovan

Ciuta, Andrei Dobre. (2015). Behavioral

Consequences Of Customers

Satisfication With Banking Product and

Services, Timisoara Journal of

Economics andBusiness. L30.M31

Fornel, C.R., & D.F. Lacker, (1981).

Evaluating Structural Equation Models

with unoberservables and measurement

error†Jurnal of Marketing Researc18

(1), pp. 39-50

Gage, N.L. & Berliner, David, C. (1984).

Educational Psychology 3rd Ed. Boston,

Houghton Mifflin Company.

Goestsch., & Davis. (2013). Quality

Management, Fourth Edition. Cram 101

Incorpoarated

Ghozali, Imam. (2002). Aplikasi Analisis

Multivariate Dengan Program SPSS.

Edisi II. Badan Penerbit Universitas

Diponegoro. Semarang.

Gronroos., Christian. (2010). Service

Management anda Marketing: Customer

Management in Service. Third Edition,

Jhon Wiley & Sons.

Gummesson, Evert. (2011). Total Relationship

Marketing. Third Edition (Revision

Version), Routledge

Hadari Nawawi. (2001).

ManajemenPemasaran Jasa. Bumi

Aksara. Jakarta

Hackl, P., Scharitzer, D., & Zuba, R. (2005).

“Customer satisfaction in the Austrian

food retail marketâ€. Total Quality

Management, 1 (7), 999 1006.

Hair. (1998), Multivariate Data Analysis, Fifth

Edition, Prentice Hall, Upper Saddle

Harlow, Rex (2011). Handbook of Public

Relations. PT. Citra Adiya Bakti. Jakarta

Hawkins, Roger., & Kenneth. (2004).

Consumer Behavior. Building Marketing

strategy 9/e.Asia : McGraw-Hill

JMM17 Jurnal Ilmu Ekonomi dan Manajemen

April 2019, Vol. 06 No. 01, hal 28-43

ISSN; 2355-7435

Hermawan Kertajaya, (2004), Hermawan

Kertajaya on Marketing Mix, Jakarta.

Gramedia Pustaka Utama

Hoffman, K. Douglas, Horivitz (1994) & John

E.G. Bateson. (2009). Essentials of

ServiceMarketing Florida:the Dryden

Press persuasion : Psychologycal Studies of

Opinion Change New Hoven, Yale

University Press

Howkins., & Homer, P.M.., & Kahle, L.R.

(2007) Source Expertise, Time of

Source Indentification, and Involment

in Persuasion: an Elaborative Processing

Perspective. Journal of Advertising, 19

(1), pp. 30-40.

Hurlock, Elizabeth, B. (2000). Psikologi

Perkembangan. Jakarta: Erlangga.

Iskandar. (2008). Metodologi Penelitian

Pendidikan dan Sosial (Kualitatif dan

Kuantitatif). Jakarta : Gaung Persada

Press.

Jefkins., & Corbitt, B. J., Thanasankit, T., &

Yi, H. (1996). “Trust and Ecommerce : a

Study of Consumer Perceptionsâ€.

Electronic Commerce Research &

Applications, 2 (3), 203-215.

Jefkins, Frank. (1996). Manajemen Pemasaran

Jasa, Edisi 3. Jakarta: Erlangga.

John . L Crompton, (2000). An Investigation

Into The Determinants of Customer

Satisfaction. Journal of business . pp.

-47. New York:John Wiley & Sons,

Inc.

Kotler, Philip., & Karen F.A, Fox, (1995).

Strategic Markerting for Educational.

Institutions 2 nd. Editions, New Jersey:

Prentice-Hall, Inc.

Kotler, Philip. (2002). Manajemen Pemasaran,

Analisa perencanaan, Implementasi dan

control, Edisi Kesembilan, Jilid 1 dan

jilid 2, Jakarta

Kolopaking, Abidin., & Abdullah, (2012).

Kekuatan Strategis Dalam Mempercepat

Pembangunan Daerah. Jurnal

Pengembangan Usaha Mikro Kecil dan

Menengah (UMKM)

Kuncoro, M. (2001). Metode Kuantitatif Teori

Dan Aplikasi Untuk Bisnis Dan

Ekonomi, Yogyakarta: Penerbit AMP

YKPN

Lee., & Wong, (2004). Post Purchase

Consumer Regret: Conceptualization

and Development of The PPCR Scale.

Advances in Consumer Research. Vol.

: 456-462.

Lewis, B. R., & Mitchell, V. W. (1990).

“Defining and measuring the quality of

customer serviceâ€. Marketing

Intelligence & Planning, 8 (6), 11-17

Malhotra, Naresh K. (2009). Riset Pemasaran

Pendekatan Terapan Jilid 1.Jakarta:PT

Index.

Mankew, N. Gregory, (2009),

“Macroeconomicsâ€, Sixth Edition,

Worth Publisher, New York.

McKnight, D. H Choudhury., & Kacmar, C.

(2002). Special Issue on Measuring ECommerce

in Net-Enabled

Organizations, Part 2 of 2: Developin

and Validating Trust Measures for eCommerce:

An Integrative Typology

Information Systems Research 13:334359

Mihaela.D, Iulian.S (2013). Internal Control

and the Impact on Corporate

Governance, in Romanian Listed

Companies. Journal of Eastern Europe

Research in Business& Vol. 2012.

Miiler, (1992). Theories of Development

Psychology. New York Freeman

Mohammad Muzahid Akbar and Noorjahan

Parvez. (2009). Impact of Service

Quality, Trust , and Customer

Satisfaction on Customer Loyality.

ABAC

Journal. Vol. 29, No. 1( January – April,

pp. 24-38)

Morgan, Robert.M , (2007). The Commitment

Trust Theory of Relationship Marketing ,

Journal of Marketing . 20-38

Moorman, C., Deshpande, R. & Zaltman, G.

(1993). “Factors Affecting Trust in

Market Research Relationshipsâ€. Journal

of Marketing, 57 (January), 81-101.

Muhammad Sabbir Rahman, (2012 ). Service

Quality, Corporate Image and

Customer’s Satisfaction Towards

Customers Perception: An Exploratory

Study on TelecomCustomers in

Bangladesh,Business Intelligence

Journal - January, 2012 Vol.5 No.1

Mulyono, T., (1987). Manajemen Perkreditan

Komersil. BPFE Yogjakarta

JMM17 Jurnal Ilmu Ekonomi dan Manajemen

April 2019, Vol. 06 No. 01, hal 28-43

ISSN; 2355-7435

Niehoff, BP., & Moormand, R.H. (1993).

Justice As A Mediator Of The

Relationship Between Methods of

Monitoring A Organizational Citizenship

Behavioral. Acedemy of Management

Journal, Vol.36, No. 3, pp.337-556.

Nguyen Phuc Nguyen. (2012).Integrated View

of Inter-Firm Cooperation: An Empirical

Study in Tourism Region, International

Journal of Economics and Finance, Vol.

, No. 8. ISSN 1916-971X - E-ISSN

-9728. Published by Canadian

Center of Science and Education

Notoatmodjo, Soekidjo. (2007). Ilmu perilaku

konsumen. Penerbit PT. Rineka Cipta.

Jakarta

Oliever Richard L, (1981),Measurement and

Evaluation of Satisfication Processes in

Retailing, Journal of Retailing, Vol. 57,

No.3 (Fall),pp.25-48

Sekaran, Uma. (2006), Metodologi Penelitian

untuk Bisnis, edisi I, Salemba Empat,

Jakarta

Seth, N., & Deshmukh, S.G. (2005). Service

Quality Models: a Review. International

Journal of Quality & Reliability

Management, 22(9), 913-949

Singarimbun., & Sofyan Effendi. (1995),

Metode Penelitian Survei, Edisi. Revisi,

PT. Pustaka LP3ES

Simamora, Bilson. (2003). Membongkar

Customer behavior Intention Konsumen:

Jakarta:Gramedia Pustaka Utama.

Singapore

Simamora (2004), Riset pemasaran, Penerbit

Gramedia Utama, Jakarta

Silvadas, Eugene; Baker Prewitt, Jamie L.

(2000),â€An examination of the

relationship between service quality,

customer satisfaction, and store loyaltyâ€,

International Journal of Retail &

Distribution Management, Volume 28 .

Number 2

Sugiyono. (2007). Metode Penelitian

Kuamtitatif Kualitatif dan R&D.

Alfabeta Bandung.

Sugiyono. (2009). Metode Penelitian Bisnis

(Pendekatan Kuantitatif, Kualitatif, dan

R&D). Bandung: Alfabeta.

Sukirno, Sadono (2015), “Pengantar Mikro

Ekonomiâ€, Jakarta: PT Raja Grafindo

Persada

Sunyoto. (2008). Manajemen Pemasaran Jasa.

Badan Penerbit IPWI. Jakarta. Ardana, I

Komang

Sureshchander, G,S., Rajendran, C., &

Anatharaman , R, N. ( 2002). The

Relationship between Service Quality

and Customer Satisfaction: Factor

Spesificapproach. Journal of Service

Marketing, 16(4), 363-379

Tanaka S, Takahashi E, Matsui T, Yano H.

(2001). Zinc Promotes Adipocyte

Differentiation in Vitro. Asian Aust J

Anim Science 14:966-969

Tsai, Ming Tien., Chung-Lin Tsai., & Han

Chao Chang. (2010). The Effect of

Customer Value, Customer Satisfaction,

and Switching Costs on Customer

Behavior Intention : An Empirical Study

of Hypermarkets in Taiwan. Social

Behaviour and and Personality

ProQuest Science Journal, Vol. 38. pp.

-740.

Tjiptono, Fandy. (2004). Manajemen Jasa

(Edisi kedua). Yogyakarta: Andi Offset.

Tung, Feng-Ceng. (2010). Exploring Customer

Satisfaction, Perceived Quality And

Corporate Image:An Empirical Study in

The Mobile Services Industry. The

Business Review Cambridge, Vol. 14. pp.

-69.

Voos, Zannie, Giraund B. Voss. (2004), â€

Exploring the Impact of Organizational

Values and Strategic Orientation and

Performance in the Asosiation.â€

Internasional Journal Of Arts

Managementâ€. (Fall), 62-76

Walker & Wells, W.D. & Prensky, D. (1995).

Consumer Behavior. New York: John

Wiley & Sons

Walker, JR Orville; et al., (2003). Marketing

Strategy: A Decision-Focused Approach.

(4th ed). Mc Graw-Hill, New York

Wiersma, William (1986). Reseach methods in

education: an introduction.

Massachusetts: Allyn and Bacon, Inc

Wilkie, L. (1994). Consumer Behavior, 4th.

New York : John Wiley & Sons

Xu, Jingjun., Benbasat, I, Cefetelli, R, T.

(2013) . Integrating Service Quality

withSystem and Information Quality; an

Empirical Test in Service Micro Context.

MIS Quarterly, 37(3), 777-794

JMM17 Jurnal Ilmu Ekonomi dan Manajemen

April 2019, Vol. 06 No. 01, hal 28-43

ISSN; 2355-7435

Ying-Chang & Yu-Ta Chen. (2012).

Conpetitiveness & Customer behavior

Intention for Hotel in Taiwan: In The

Viepoint of Senior Hotel

Managers.Canadian Center of Sciene and

Education. Journal The Avantages of

green Management

Zahari, W., Yusoff, W., & Ismail , M. (2008).

FM-SERVQUAL; a New Approach

of Service Quality Measurement

Framework in Local Aouthorities.

Journal of Corporate Real Estate,

(2),130-14

Published
2019-04-18
How to Cite
jannah, N. (2019). PENGARUH TRUST CORPORATE DAN MARKETING COMMUNICATION TERHADAP CUSTOMER SATISFACTION PADA PERUSAHAAN JASA PT AAJI MANULIFE SURABAYA. JMM17 : Jurnal Ilmu Ekonomi Dan Manajemen, 6(01). https://doi.org/10.30996/jmm17.v6i01.2446
Section
Articles