The Effect of Relationship Quality on Loyalty with Customer Retention as an Intervening Variable for PT. Bank BTN Malang Sharia Branch
DOI:
https://doi.org/10.22441/jiess.2023.v4i1.007Keywords:
Relationship quality, Loyalty, Customer retentionAbstract
Competence which the more this demand increases every so that banks are capable of competing, maintaining and guarding customer loyalty. Wrong one strategy which needed for Thing the is strategy Relationship Quality . This study was conducted to know the influence of Relationship Quality facing customer loyalty. This study was conducted to customers of PT. Bank BTN Branch Sharia Poor with use sampling technique. The sample size taken is as much as 100 respondents. This study consists of three variables which are the free variable (X) which is connection quality (Relationships Quality), bound variable (Y) which is customer loyalty, and intervention variable (Z) which is customer retention . The data collected use a questionnaire and then the data is processed using an analysis description and analysis of the SEM-PLS.Downloads
References
Bhagwanani, Ravindra. “Customer Loyalty.” Airline Business 29, no. 1 (2013): 31. https://doi.org/10.3139/9783446467620.013.
Dian, Ratna, Fatmawati Yayuk, and Sri Rahayu, ‘Analisis Pengaruh Experiential Marketing Terhadap Loyalitas Melalui Kepuasan Nasabah Sebagai Variabel Intervening (Studi Pada PT BRI Syariah Cabang Malang)’, SeminarNasionaldan Call for Paper:Manajemen,Akuntansidan Perbankkan 2018, 2018, 74–90
Dharmawansyah Inggil, ‘Pengaruh Experiential Marketing Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan (Studi Kasus Pada Rumah Makan Pring Asri Bumiayu)’, Management Analysis Journal, 2.2 (2013), 1–10.
Edward Markwei Martey, ‘The Relationship between Customer Retention and Customer Loyalty in the Restaurant Industry in Ghana’, International Journal of Research (IJR), 1.8 (2014), 51–66.
Esti, Win, Nawazirul Lubis, and Andi Wijayanto. “MELALUI KEPUASAN ( Studi Pada Mahasiswa Jurusan Administrasi Bisnis Universitas Diponegoro Angkatan 2009 – 2012 Pengguna Layanan Data Smartfren ) Serba Moderen , Ditandai Dengan Terus Berkembangnya Ilmu Pengetahuan Dan Teknologi , Tak Membuat Indonesia Sa.” DIPONEGORO JOURNAL OF SOCIAL AND POLITIC Tahun 2, no. 7 (2013): 1–10
F. Paparang, Kegiatan Bank Dlam Penghimpunan Dana Masyarakat, 2016. 1-15.
Fildzah, Almaz, ‘Pengaruh Experiential Marketing Terhadap Loyalitas Nasabah Melalui Kepuasan Nasabah Bank Syariah Mandiri Cabang Gresik Skripsi’, 2017.
Firmansyah, David, and Dorojatun Prihandono. “‘Pengaruh Kualitas Pelayanan Dan Perceived Value Terhadap Loyalitas Pelanggan Dengan Kepuasan.’” Management Analysis Journal 7, no. 1 (2018): 120–28.
Griffin, Jill. 2003. Customer Loyalty: Menumbuhkan dan Mempertahankan Kesetiaan Pelanggan. Jakarta: Erlangga.
Hadinata, Melisa. “Studi Pengaruh Trust, Commitment, Communication, Conflict Handling Terhadap Customer Loyalty Di Bank Mandiri Surabaya.” Calyptra: Jurnal Ilmiah Mahasiswa Universitas Surabaya 2, no. 1 (2013): 1–16.
Harnianda, Afris. “Peran Kepuasan Nasabah Dalam Memediasi Pengaruh Kualitas Pelayanan Terhadap Tingkat Loyalitas Nasabah Di Bsi Cabang Malang,” 2021.
Hennig-Thurau, Thorsten, and Claudia Thurau, ‘Customer Orientation of Service Employees—Toward a Conceptual Framework of a Key Relationship Marketing Construct’, Journal of Relationship Marketing, 2.1–2 (2003), 23–41 <https://doi.org/10.1300/J366v02n01_03>
Huang, CH., 2012, The Impact of Relationship Quality on Customer Loyalty, Journal of Contemporary Management, ISSNs : 1929-0128; 1929-0136.
Ilham, M, ‘Manajemen Dewantara 1(2),25-37’, 1.2 (2017), 25–37
Inggil, Dharmawansyah, ‘Pengaruh Experiential Marketing Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan (Studi Kasus Pada Rumah Makan Pring Asri Bumiayu)’, Management Analysis Journal, 2.2 (2013), 1–10
Kotler, Philip dan Keller, Kevin Lane. 2009. Manajemen Pemasaran. Edisi Ketigabelas, Jilid I dan II, Alih Bahasa Bob Sabran, Indeks, Jakarta
Kotler, Philip. 2003. Marketing Insights From A to Z (80 Konsep yangHarus Dipahami Oleh Setiap Manajer). Jakarta : Erlangga
Martey, Edward Markwei. “The Relationship between Customer Retention and Customer Loyalty in the Restaurant Industry in Ghana.” International Journal of Research (IJR) 1, no. 8 (2014): 51–66.
Murray, Sandra L., Paul Rose, Dale W. Griffin, and Gina M. Bellavia, ‘Calibrating the Sociometer: The Relational Contingencies of Self-Esteem’, Journal of Personality and Social Psychology, 85.1 (2003), 63–84 <https://doi.org/10.1037/0022-3514.85.1.63>
Melisa Hadinata, ‘Studi Pengaruh Trust, Commitment, Communication, Conflict Handling Terhadap Customer Loyalty Di Bank Mandiri Surabaya’, Calyptra: Jurnal Ilmiah Mahasiswa Universitas Surabaya , 2.1 (2013), 1–16.
Mutammam, Mutammam, Ujang Sumarwan, and Netti Tinaprilla. “Pengaruh Pengetahuan Konsumen, Kualitas Produk Dan Kepercayaan Konsumen Terhadap Loyalitas Pelanggan Pada Pengisian Angin Merek Green Nitrogen.” Jurnal Aplikasi Bisnis Dan Manajemen 5, no. 2 (2019): 231–41. https://doi.org/10.17358/jabm.5.2.231.
Nasabah, Loyalitas, Survei Pada, P D Bpr, and Bank Purworejo. “Value 0,000 (< 0,05),” n.d.
Nurjanah, Putri, and Universitas Pasundan. “Experiential Marketing Dan Switching Barriers Terhadap Customer Retention Dan Loyalitas Pelanggan.” Jurnal Riset Bisnis Dan Manajemen 13, no. 2 (2020): 76–83. https://doi.org/10.23969/jrbm.v13i2.3850.
Ndubisi, N. O. (2007). Relationship marketing and customer loyalty. Marketing Intelligence and Planning, 25(1), 98–106. https://doi.org/10.1108/02634500710722425
Nurjanah, P., & Pasundan, U. (2020). Experiential Marketing Dan Switching Barriers Terhadap Customer Retention Dan Loyalitas Pelanggan. Jurnal Riset Bisnis Dan Manajemen, 13(2), 76–83. https://doi.org/10.23969/jrbm.v13i2.3850
Palmatier, R. W., Scheer, L. K., Houston, M. B., Evans, K. R., & Gopalakrishna, S. (2007). Use of relationship marketing programs in building customer-salesperson and customer-firm relationships: Differential influences on financial outcomes. International Journal of Research in Marketing, 24(3), 210–223. https://doi.org/10.1016/j.ijresmar.2006.12.006
https://doi.org/10.1016/j.ijresmar.2006.12.006.
Pelatihan, Modul. “STRUCTURAL EQUATION MODEL PARTIAL LEAST SQUARE ( SEM-PLS ) DENGAN SMARTPLS,” 2018.
Tjiptono, Fandy. 2005. Manajemen Pemasaran. Yogyakarta : Penerbit Andi
Tjiptono, Fandy, and Gregorius Chandra. "Service, Quality & Satisfaction (jilid 2)." Yogyakarta: Penerbit Andi (2007).
Zulkifli. (2012). Relationship Marketing Terhadap Customer Retention dan Customer Loyalty pada Nasabah Bank Mega, Tbk. Malang. Jurnal Manajemen Dan Akuntansi, 1(April), 1–12.
Downloads
Published
How to Cite
Issue
Section
License
Author(s) Rights
As a journal author, you have rights for a large range of uses of your article, including use by your employing institute or company. These Author rights can be exercised without the need to obtain specific permission. Authors publishing in Journal of Islamic Economics and Social Sciences (JIESS) journals have wide rights to use their works for teaching and scholarly purposes without needing to seek permission, including use for classroom teaching by Author or Author's institution and presentation at a meeting or conference and distributing copies to attendees; use for internal training by author's company; distribution to colleagues for their research use; use in a subsequent compilation of the author's works; inclusion in a thesis or dissertation; reuse of portions or extracts from the article in other works (with full acknowledgment of final article); preparation of derivative works (other than commercial purposes) (with full acknowledgment of final article); voluntary posting on open web sites operated by author or author’s institution for scholarly purposes (should follow CC by SA License).
Authors can copy and redistribute the material in any medium or format, as well as remix, transform, and build upon the material for any purpose, even commercially, but they must give appropriate credit (cite to the article or content), provide a link to the license, and indicate if changes were made. If you remix, transform or build upon the material, you must redistribute your contributions under the same license as the original.
Retained Rights/Terms and Conditions
Although authors are permitted to re-use all or portions of the Work in other works, this does not include granting third-party requests for reprinting, republishing, or other types of re-use.
Copyright Transfer Agreement (for Publishing)
The Authors submitting a manuscript do so on the understanding that if accepted for publication, copyright publishing of the article shall be assigned/transferred to Journal of Islamic Economics and Social Sciences (JIESS) of Universitas Mercu Buana as Publisher of the journal. Upon acceptance of an article, authors will be asked to complete a 'Copyright Transfer Agreement' (see more information on this). An e-mail will be sent to the corresponding author confirming receipt of the manuscript together with a 'Copyright Transfer Agreement' form by the online version of this agreement.
Journal of Islamic Economics and Social Sciences (JIESS) of Universitas Mercu Buana, the Editors and the Advisory Editorial Board make every effort to ensure that no wrong or misleading data, opinions or statements be published in the journal. In any way, the contents of the articles and advertisements published in the Journal of Islamic Economics and Social Sciences (JIESS) are sole and exclusive responsibility of their respective authors and advertisers.
Remember, even though we ask for a transfer of copyright, our journal authors retain (or are granted back) significant scholarly rights as mention before.
The Copyright Transfer Agreement (CTA) Form can be downloaded here:
[Copyright Transfer Agreement (CTA) Form Journal of Islamic Economics and Social Sciences (JIESS)]
The copyright form should be signed electronically and send to the Editorial Office in the form of original e-mail below:
ournal of Islamic Economics and Social Science (JIESS)
Ikatan Ahli Ekonomi Islam (IAEI)
Komisariat: Universitas Mercu Buana
Faculty of Economic and Business Building
Jl. Raya Meruya Selatan, Kembangan, Jakarta-11650
Telp.021-5840816 Ext. 5342, Fax. 021-5871312
Email: [email protected].
Website: http://publikasi.mercubuana.ac.id/index.php/jiess
All off articles in the Journal of Islamic Economics and Social Sciences (JIESS) are licensed under CC BY-SA
Journal of Islamic Economics and Social Sciences (JIESS) and the article sare licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
