PENGARUH RELATIONSHIP MARKETING TERHADAP CUSTOMER LOYALITY PADA PT BANK RAKYAT INDONESIA UNIT GUNUNGPATI SEMARANG
Keywords:
Customer Value , Trust, Financial Bond and Customer Loyalty
Abstract
The purpose of this study is to provide empirical evidence of the influence of Relationship Marketing on Customer Loyalty on PT.Bank Rakyat Indonesia Unit Gunungpati Semarang. The analytical method used in this research is the method kuantitaitif with multiple regression testing by performing classical assumption test before getting the best research model . The variable in this study is the Customer Value , Trust, Financial Bonds as independent variables and Customer Loyalty as the dependent variable . Total population of this study was 290 respondents using simple random sampling technique was obtained 74 respondents. The results of this research are Customer Value , Trust , Financial Bonds significant effect on Customer Loyalty
References
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Sulhida Silmi (2012), Persepsi Nasabah tentang Relationship Marketing dan Pengaruhnya terhadap Loyalitas (Studi pada Nasabah Tabungan Utama PT.BankMega Syariah Cabang Malang
Sumarwan,U.2007.PerilakuKonsumen, PT. Ghalia, Bogor
Supranto, J., 2007. Customer satisfaction, Jakarta: LP3ES
Tjiptono, Fandy, 2007. Strategi Pemasaran, Yogyakarta:Andi Offset
Umar, Husein, 2008. Metode Penelitian : Untuk Skripsi dan Tesis Bisnis, Cetakan Ketiga, Jakarta: PT Raja Grafindo Persada.
Vanessa,Gaffar, 2007, Customer Relationship Management and Marketing Public Relation, Bandung Alfabetha
Wulf, Kristof De, Gaby Odekerken-Schroder, & Dawn Iacobucci (2007), Investmen in Consumer Relationships: A Cross-Countryand Cross-Industry Exploration, ”Journal Markrting, Vol.65, Oktober
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Woodruff, Robert B., 2007. Customer Value:The Next Source for Competitive Advantage, Journal Academy of Marketing science, Vol. 25.
Zeithaml et.all, 2007. Service Marketing Integrating Customer across the Firm 2nd ed. Boston : Mc Graw Hill
Agnanda, Friska dan Naili Farida, 2012. Pengaruh Nilai Pelanggan, Kesadaran Merek dan Switching Barrier Terhadap Loyalitas Pelanggan Kartu Telkom Flexi (Studi pada Telpon Bergerak di Kota Malang), Jurnal Ilmu Administrasi dan Bisnis, Undip, Semarang.
Aydin dan Ozer, 2005. Aydin, S. & Özer, G. 2005. “How Switching Costs Affect Subscriber Loyalty in The Turkish Mobile Phone Market: An Exploratory Study”, Journal of Targeting,14 (2).
Arikunto, Suharsimi, 207. Prosedur Penelitian, Suatu Pendekatan Praktek, Jakarta : PT. Rineka Cipta
Dharmmesta, 2007.” Kontribusi involment dan trust in a brand dalam membangun loyalitas pelanggan”, Jurnal Ekonomi dan bisnis Indonesia, Vol. 20, No. 3.
Farida, Naili.2008. “Ikatan Finansial, Sosial, Struktural terhadap Loyalitas
Nasabah BNI”. Volume 40. No.1. Semarang: UNDIP
Ghozali, Imam, 2011. Aplikasi Analisa Multivariate dengan Program SPSS, Semarang: Badan Penerbit Undip
Gremler dan Brown dalam Hasan Ali, 2008, Marketing, Medpress (anggota IKAPI), Yogyakarta.
Griffin, Jill, 2007. Customer Loyalty : How to Earn It, How to Keep It, Singapore: Lexington Books, The Free Press, Singapore.
Hadi, Sutrisno, 2007. Statistik Jilid II, Yogyakarta: Penerbit Fakultas Psikologi, UGM
Harrison, Jean., et al. 2007. “Customer Relationship Building on the Internet in B2B Marketing”. Dalam Journal of Marketing. Clear-Lake:University of
Houston.
Hurriyati, Ratih, 2010, Bauran Pemasaran Jasa dan Loyalitas Konsumen, Bandung, Alfabeta
Indriantoro, Nur dan Bambang Supomo, 2007. Metodologi Penelitian Bisnis : Untuk Akuntasi dan Manajemen, BPFEE, Yogyakarta
Irawan, 2007. Indonesian Costumer Satisfaction, Jakarta:PT.Elex Media Komputindo Gramedia
Karsono, 2008. Pengaruh Customer Satisfacton and Trust Terhadap Customer Loyalty dengan Swtiching Cost sebagai variabel Moderasi. Jurnal Bisnis dan Manajemen, Vol 8.
Kotler, 2007.Manajemen Pemasaran, Vol.1, Edisi 10, Jakarta:Fakultas Ekonomi, UI
Lupiyoadi, Rambat, 2001.Manajemen Pemasaran Jasa, Jakarta:Salemba Empat
Miles, Morgan P. dan Jeffry G Covin .2000. “Environmental Marketing : A Source of Reputational, Competitive and Financial Advantage”, Journal Business Ethics, Vol .23.
Morgan, Robert M dan Shelby D Hunt , 2004. “The Commitment Trust of Relationship Marketing”, Journal of Marketing, Vol 58.
Mowen, JC. dan M. Minor, 2007. Perilaku Konsumen, Jilid I, Jakarta : Erlangga
Mouren, Margaretha, 2004. Studi Mengenai Loyalitas Pelanggan pada Divisi Asuransi Kumpulan AJP Bumi Putra, Jurnal Sains Pemasaran Indonesia, Vol. iii, No. 3.
Neil A, 2007, Professional Services Marketing, Butterworth, Heinemann
Olson, Richard L, 2008. Whence Consumer Loyalty, Journal of Marketing, 63 (Special Issue).
Purnama, Nursyabani, 2008. Manajemen Kualitas Perspektif Global. Edisi Pertama, Cetakan Kedua, Penerbit Ekonisia Kampus Fakultas Ekonomi UII, Yogyakarta
Rangkuti, Freddy, 2007. Measuring Customer Satisfaction : Gaining Customer Relationship Strategy, Jakarta : Gramedia Pustaka Utama.
Rao, 2000. Measuring Cunsumers Perception Throught Factor Analysis, Edisi Terjemahan, Jakarta: Balai Pustaka
Riana, Gede, 2008.” Pengaruh trust in a brand terhadap brand loyalty pada konsumen air minum aqua di Kota Denpasar”, Buletin Studi Ekonomi, Vol.13, No.2.
Rusdarti, 2007, Pengaruh Kualitas Pelayanan dan Nilai Pelayanan terhadap Loyalitas Nasabah pada Bank BPD Jawa Tengah Cabang Semarang, Jurnal Bisnis Strategi, Vol. 13/ Juli/ 2007
Santoso, Singgih dan Fandy Tjiptono, “Riset Pemasaran : Konsep dan Aplikasi dengan SPSS”, PT. Elex Media Komputindo, Jakarta, 2007
Shammout, A.B., et al.2007. “Relational Bonds and Loyalty: The Bonds that Tie”.
Dalam Conference Proceedings of the Australian and New Zealand Marketing Academy Conference (AZMAC). New Zealand: Otago University.
Singarimbun, Masri, 2007. Metodologi Penelitian Survei, Jakarta: LP3ES
Smith dan Wright, 2007. "Consumer Trust, Brnad Name, and Loyalty in Relational Exchanges", Journal of Marketing, Vol. 66 No.1,
Smith dan Ennew, 2001. "Consumer Trust, Value, and Loyalty in Relational Exchanges", Journal of Marketing, Vol. 66 No.1..
Sugiyono, 2007. Metode Penelitian Bisnis, Cetakan Kelima, Bandung: CV Alfabeta
Sulhida Silmi (2012), Persepsi Nasabah tentang Relationship Marketing dan Pengaruhnya terhadap Loyalitas (Studi pada Nasabah Tabungan Utama PT.BankMega Syariah Cabang Malang
Sumarwan,U.2007.PerilakuKonsumen, PT. Ghalia, Bogor
Supranto, J., 2007. Customer satisfaction, Jakarta: LP3ES
Tjiptono, Fandy, 2007. Strategi Pemasaran, Yogyakarta:Andi Offset
Umar, Husein, 2008. Metode Penelitian : Untuk Skripsi dan Tesis Bisnis, Cetakan Ketiga, Jakarta: PT Raja Grafindo Persada.
Vanessa,Gaffar, 2007, Customer Relationship Management and Marketing Public Relation, Bandung Alfabetha
Wulf, Kristof De, Gaby Odekerken-Schroder, & Dawn Iacobucci (2007), Investmen in Consumer Relationships: A Cross-Countryand Cross-Industry Exploration, ”Journal Markrting, Vol.65, Oktober
.
Woodruff, Robert B., 2007. Customer Value:The Next Source for Competitive Advantage, Journal Academy of Marketing science, Vol. 25.
Zeithaml et.all, 2007. Service Marketing Integrating Customer across the Firm 2nd ed. Boston : Mc Graw Hill
Published
2023-01-28
How to Cite
Sabtarini Kusumaningsih, & Titik Rianawati. (2023). PENGARUH RELATIONSHIP MARKETING TERHADAP CUSTOMER LOYALITY PADA PT BANK RAKYAT INDONESIA UNIT GUNUNGPATI SEMARANG. Jurnal Ekonomi, Manajemen Pariwisata Dan Perhotelan, 2(1), 409-425. https://doi.org/10.55606/jempper.v2i1.1052
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Articles
