Effect of Bank Commitment, Bank Communication and Handling Customer Complaint on Customer Loyalty through Customer Satisfaction at PT Bank Central Asia Tbk of Mojopahit Mojokerto Sub-Branch Office

R. Sapto Roedy Widijanto, Basuki Rachmat

Abstract


This research aims to analyze the effect of bank commitment, bank communication, and handling customer complaint on customer loyalty through customer satisfaction. This is a correlational research that uses a quantitative approach by applying SEM (Structural Equation Model) analysis. The research sampling used a purposive sampling technique that obtained 156 samples from customers. The results of this research include: 1) CR value between Bank Commitment and Customer Satisfaction is 3.469; 2) the CR value between Bank Commitment and Customer Loyalty is 2017; 3) the CR value between Bank Communication and Customer Satisfaction is 3.318; 4) CR value between Bank Communication and Customer Loyalty is 2.494; 5) CR value between Handling Customer Complaint and Customer Satisfaction is 2.322; 6) CR value between Handling Customer Complaint and Customer Loyalty is 2.365; 7) CR value between Customer Satisfaction and Customer Loyalty is 2.414; 8) the estimate value of direct effect of Bank Commitment on Customer Loyalty is 0.193; 9) the estimate value of direct effect of Bank Communication on Customer Loyalty is 0.251; 10 the estimate value of direct effect of Handling Customer Complaint on Customer Loyalty is 0.224. The conclusion of this research is that all variables have significant effect.


Keywords


Commitment; Communication; Customer Complaint; Loyalty; Customer Satisfaction

Full Text:

PDF

References


Agung, N. W. A. (2018). “The Impact of Interpersonal Communication toward Customer Satisfaction: The Case of Customer Service of Sari Asih Hospital”. MATEC Web of Conferences 150, University of Prof. Dr. Moestopo (Beragama), Jakarta, Indonesia.

Alawni, M. S., Yusoff, R. Z., Al-Swidi, A. K., & Al-Matari, E. M. (2015). The relationship between communication, customer knowledge and customer loyalty in Saudi Arabia insurance industry companies. Mediterranean Journal of Social Sciences, 6(1), 318.

Al-Msallam, S. (2015). “The Relationship between Customer Satisfaction and Customer Loyalty in the Banking Sector in Syria”. Journal of Marketing and Consumer Research 7 : 27-36.

Andini, R. (2010). Analisis pengaruh kepuasan gaji, kepuasan kerja, komitmen organisasional terhadap turnover intention. Dinamika Sains, 8(16).

Arikunto. (2010). Prosedur Penelitian: Suatu Pendekatan Praktek. Jakarta: Rineka Cipta.

Bricci, L., Fragata, A., & Antunes, J. (2016). The effects of trust, commitment and satisfaction on customer loyalty in the distribution sector. Journal of Economics, Business and Management, 4(2), 173-177.

Chiguvi, D., & Guruwo, P.T. (2015). “Impact of Customer Satisfaction on Customer Loyalty in the Banking Sector”. International Journal of Scientific Engineering and Research (IJSER). 5 (2): 55-63.

Colquitt, J., Lepine, J. A., Wesson, M. J., & Gellatly, I. R. (2011). Organizational behavior: Improving performance and commitment in the workplace (Vol. 375). New York, NY: McGraw-Hill Irwin.

Danibrata, A. (2011). Pengaruh IntegratedMarketing Communication terhadapBrand Equity pada sebuah BankPemerintah di Jakarta. Jurnal Bisnis dan Akuntansi, 13(1): 21-38

Ferdinand, A. (2005). Metode Penelitian Manajemen. Edisi 2. Semarang : BP Universitas. Diponogoro

He, Y., Li, W., & Keung Lai, K. (2011). Service climate, employee commitment and customer satisfaction: evidence from the hospitality industry in China. International Journal of Contemporary Hospitality Management, 23(5), 592-607.

Hersey, P., Blanchard, K. H., & Johnson, D. E. (2007). Management of organizational behavior (Vol. 9). Upper Saddle River, NJ: Prentice hall.

Kiswanto, M. (2010). Pengaruh Kepemimpinan dan Komunikasi Terhadap Kinerja Karyawan Kaltim Pos Samarinda. Jurnal Eksis, 6(1), 1429-1439.

Kountur, R. (2007). Metode Penelitian untuk penulisan Skripsi dan Tesis, edisi revisi. Jakarta: PPM.

Marshall, P. D. (2010). “The promotion and presentation of the self: celebrity as marker of presentational media”. Journal Celebrity Studies 1 (1) : 35 – 48.

Mascio. (2015). "Modelling roles of commitment on rapport and satisfaction", International Journal of Bank Marketing. 33 (3).

Musanto, T. (2005). Faktor-faktor kepuasan pelanggan dan loyalitas pelanggan: Studi kasus pada CV. Sarana Media Advertising Surabaya. Jurnal Manajemen dan Kewirausahaan, 6(2), 123-136.

Oly Ndubisi, N. (2007). Relationship marketing and customer loyalty. Marketing intelligence & planning, 25(1), 98-106.

Riketta, M. (2002). Attitudinal organizational commitment and job performance: a meta‐analysis. Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior, 23(3), 257-266.

Robinson. 2005. Pengaruh Komitmen Organisasi, Kepuasan Kerja dan Keperilakuan Etis TerhadapKeinginan Berpindah pada Profesional Bidang Teknologi Informasi. Jurnal Bisnis & Manajemen.Vol. 5, No. 1, pp: 23-24

Safitri, Y. A. (2011). Kepercayaan, komitmen, komunikasi, penanganan konflik, dan perannnya terhadap kepuasan terhadap loyalitas nasabah bank BCA di Surabaya. Journal of Business & Banking, 1(2), 117-130.

Setiawan, M. B. (2007). Pengaruh Kualitas Layanan, Kepercayaan dan Komitmen Terhadap Loyalitas Nasabah (Studi pada PD. BPR Bank Pasar Kendal). Jurnal Bisnis dan Ekonomi, 14(2).

Sugiyono. (2009). Metode Penelitian Kuantitatif, Kualitatif dan R&D, Bandung : Alfabeta.

Sugiyono. (2010). MetodePenelitian Kuantitatif Kualitatif & RND. Bandung : Alfabeta.

Supriaddin, N., Palilati, A., Bua, A., & Patwayati, J. H. (2015). The effect of complaint handling toward customer satisfaction, trust and loyalty to bank rakyat Indonesia (Bri) southeast Sulawesi. Int. J. Eng. Sci.(IJES), 4(6), 01-10.

Trisnaningsih, S. (2003). Pengaruh Komitmen terhadap Kepuasan Kerja Auditor: Motivasi sebagai Variabel Intervening. Jurnal Riset Akuntansi Indonesia.Vol 6. No 2. Mei 2003. hal 199-216.

Wijayawati, N., & Jaka, W. (2004). Pengaruh Organizational Based Self EsteemTerhadap Keinginan Pindah: Komitmen Organisasi Sebagai Variabel Intervening. Jurnal Bisnis dan Manajemen. Vol. 4. No. 2 hal. 130-149

Yulianie, N., Sutyas, P., & Frikson, C. S. (2003). Rasa Percaya, Komitmen Organisasi dan Rasa Berdaya Tim (Empowered Team) Pada Karyawan Instansi Pemerintah di Surabaya. Anima Indonesian Psychological Journal, 18(3), 255-273




DOI: http://dx.doi.org/10.18415/ijmmu.v6i2.756

Refbacks

  • There are currently no refbacks.


Copyright (c) 2019 International Journal of Multicultural and Multireligious Understanding

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

International Journal of Multicultural and Multireligious Understanding (IJMMU) ISSN 2364-5369
https://ijmmu.com
[email protected]
dx.doi.org/10.18415/ijmmu
facebook.com/ijmmu
Copyright © 2014-2018 IJMMU. All rights reserved.