Pengaruh Kualitas Layanan Dan Relationship Marketing Terhadap Loyalitas Nasabah Pada Bank Jatim Cabang Perak Surabaya
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 the
service quality, and relationship marketing. From the testing results on the model in this
research, by using random sampling, structural equation model (SEM) analysis, and the
assistance of software Amos 20, on 100 respondents, it able to explain the correlation
between service quality and relationship marketing on the client loyalty in the East Java
Bank of Perak Branch, Surabaya. Results of research showed that 1) Service quality
significantly affects the Relationship Marketing. 2) Service quality significantly affects the
client loyalty. 3) Relationship Marketing of the East Java Bank of Perak Branch, Surabaya,
significantly affects the client loyalty. 4) Service quality significantly affects the client
loyalty, indirectly through the relationship marketing of the East Java Bank of Perak
In this research, it was found the Determination Coefficient (RÂ²) of 0.591, this case shows
that, with the maximal service, and the good relationship marketing between the bank and
the clients will encourage the client loyalty increase of 59.1%.
Key words: Service Quality, Relationship Marketing, and Loyalty.
Alma, Buhcari, 2004, Manajemen Pemasaran
dan Pemasaran Jasa, Edisi Kedua,
Amirullah, 2002, Perilaku Konsumen, Edisi
Pertama, Graka Ilmu, Yogyakarta
Anwar, A.A. Prabu Mangkunegara, 2002.
Prilaku Konsumen, Edisi Revisi PT.
Refika Aditama, Bandung.
Arbuckle, J.L and Wothe, W. 1999. Amos 4.0
Userâ€™s guide. Small Water Corporation,
Bowen JT & Chen SL, 2001. The Relationship
Between Customer Loyality and
Customer Satiffaction, International
Journal Of Contemporary Hospitality
Management, Vol. 13 No.5
Day G.S. 1996. Two Dimensional Concept of
Brand Loyality.Journal of Advertising
Research, Vol. 9, No.3 September, pp.
Dabholkar, Prathibha, Thorpe, Dayle, 1996. A
Measure of Service Quality for Retail
Strore: Scale Development and
Validation, Journal of the Academy of
Marketing Scient, Vol. 24, pp 3-16
Della Bitta J. Albert, Loudon L. David, 1993.
Consumer Behaviour. 4
Graw Hill International.
Cronin J. Joseph and Taylor Steven A, 1992,
Measuring Service Quality: A
Reexamination and Extention, Journal of
Marketing, Vol. 56, July.
Cronin J. Joseph, Michael K, Brady and G.
Tomas M. Hult, 2000, Assesing The
Effects of Quality, Value and Customer
Satisfaction On Consumer Behavioural
Intentions in Service Environment,
Feliks, Nurul & Hotman
Journal Of Retailing, Vol. 76, pp. 193218.
Engel, James, Roger D Blackwell & Paul W.
Miniard, 1995, Consumer Behaviour,
Fight Edition, The Dryden Press, Forth
Ferdinand, Augusty, 2006 Structural Equetion
Modeling dalam Penelitian Manajemen,
Fornell. C. 1992, A National Customer
Satisfaction Barometer: The Swedish
Experience, Journal: Of Marketing, Vol.
Fornell. C., 1996, The American Customer
Satisfaction Index (ASCI) Model:
Nature, Purpose and Finding, Journal of
Marketing, Vol. 60, October, pp. 7-18.
Hair, J.F., Anderson, R.E., Tatham, R.L., and
Black W.C., 1998, Multivariate Data
Analysisi, 5th Edition, Prentice-Hall,
Inc, Upper Saddle River, New Jersey.
Hotman Panjaitan, 2007, Pengaruh IT System
Terhadap Kualitas Layanan dan
Respons Konsumen Perguruan Tinggi
swasta, Jurnal Ekonomi Bisnis
dan Akuntansi Ventura, April 2007.
Hotman Panjaitan, 2005, Dukungan Teknologi
Informasi Meningkatkan Kualitas
Layanan Perguruan Tinggi Swasta,
Jurnal DiE, Vol. 2, No. 1, Okt
Kotler, Philip, 2000, Marketing management
Analysis, Planning, Implementation and
Control, Millenium Edition, Prentice
Hall International, Inc,, New Jersey.
Loudon, David I. & Albert J. Della Bitta,
, Consumer Behaviour : Concept
and Application, Third Edition, Mc
Graw Hill Book Company, Japan.
Noel, Y., Siu, Cheung, Jef Tak-I Ing, 2001, A
Measure of Retail Service Quality,
Jurnal Marketing Inteligence &
Planning, Februari, pp, 88-96.
Oliver, Richard L, 1997, Satisfaction, A
Behavioural Perspective On The
Customer, First Edition, Mc Graw Hill
Companics Inc, New York.
Payne, Adrian, 2001, The Essence Of Service
Marketing: Pemasaran Jasa, Cetakan
Kedua, ANDI, Yogyakarta.
Pengaruh Kualitas Layanan Dan Relationship Marketing
Terhadap Loyalitas Nasabah Pada Bank Jatim Cabang Perak Surabaya
Pedersen, Per E., & Nysveen Herbjorn, 2004,
Shopbot Banking: An Experimental
study of Customer Satisfaction and
Singarimbun, Masri dan Sofyan, Efendi, 2006,
Metode Penelitian Survei, Cetakan ke
Enambelas, LP3ES, Jakarta.
Valarie Leonard L, 1994, Reassement Of
Expectation As A Comparison Standart
In Measuring Service Quality, Journal
Of Marketing, No. 58, Januari, pp, 111124.
Zeithmal, Valarie, A., and Bitner. M.J., 1996,
Services Marketing, The Mcgraww-Hill
Companics, Inc, New York.
Zeithmal, Valarie, A., Leonardo L., and
Parasuraman A., 1998, The Behavioral
Consequences of Service Quality, Jurnal
Of Marketing, Vol. 60. April, pp. 31-46.
Zeithml, Valarie, A., Parasuman, A., and
Berry, L., 1990, Delivering Quality
Service, Balancing Customer Perception
and Expectation, New York, The Free
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)