PENGARUH TRUST CORPORATE DAN MARKETING COMMUNICATION TERHADAP CUSTOMER SATISFACTION PADA PERUSAHAAN JASA PT AAJI MANULIFE SURABAYA
Abstract
This study aims to determine the effect of corpoarate trust and marketing communication oncustomer 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
Downloads
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
Authors who publish to JMM17: Jurnal Ilmu Ekonomi Dan Manajemen agree to the following terms:
- Authors transfer the copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.. that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access)