Pengaruh corporate image, perceived quality, perceived value dan customer satisfaction index terhadap loyalitas  (studi pada bank bri unit pucakwangi)

Ardianto, Pebri

× Abstrak : Di era dimana globalisasi persaingan dalam perusahaan jasa perbankan semakin pesat, sehingga perusahaan dituntut untuk lebih berperan aktif dalam pemberian pelayanan terbaik kepada konsumen perbankan untuk menciptakan persepsi penilaian positif dibenak mereka serta memberikan tingkat kepuasan yang tinggi dalam diri mereka. Pengalaman kepuasan di masa lalu akan menciptakan konsumen yang loyal terhadap bank. Permasalahan yang diangkat dalam penelitian ini adalah bagaimana pengaruh: corporate image terhadap perceived value; perceived quality terhadap perceived value; corporate image terhadap customer satisfaction level; perceived value terhadap customer satisfaction level; perceived quality terhadap customer satisfaction level; customer satisfaction level berpengaruh terhadap customer complaint; customer satisfaction level terhadap loyalty; corporate image terhadap loyalty; dan customer complaint terhadap loyalty. Studi ini merupakan studi kausal dengan metode survey. Populasi dalam studi ini adalah nasabah bank BRI. Sampel yang diambil sebanyak 150 orang. Teknik sampling menggunakan non probability sampling, dengan purposive sampling. Analisis data menggunakan Structural Equation Modelling (SEM) dengan software AMOS v4. Hasil analisis data mengindikasikan bahwa corporate image berpengaruh positif terhadap perceived value; perceived quality berpengaruh positif terhadap perceived value; corporate image berpengaruh positif terhadap customer satisfaction level; perceived value berpengaruh positif terhadap customer satisfaction level; perceived quality berpengaruh positif terhadap customer satisfaction level; customer satisfaction level berpengaruh berpengaruh positif terhadap customer complaint; customer satisfaction level berpengaruh positif terhadap loyalty, dan corporate image berpengaruh positif terhadap loyalty. Abstract : In the globalisasion of service company the competition is grow up, so company must active to give the best services to bank costumer to creates positive perceived and to give their high customer satisfaction level to costumer. Customer satisfaction experience in past can create customer loyalty. The purpose of this study is try to find out the significant influence corporate image to perceived value; perceived quality to perceived value; corporate image to customer satisfaction level; perceived value to customer satisfaction level; perceived quality to customer satisfaction level; customer satisfaction level berpengaruh to customer complaint; customer satisfaction level to loyalty; corporate image terhadap loyalt, and customer complaint to loyalty. Which are represented by regression weight from AMOS analysis. This study is comparative causal research with survey method. Population target in this study is customer in BRI bank. Sample which has been taken are 150 person. Sampling method which has been utilized is non probability sampling with purposive sampling method. The method of data analysis which has been utilized in this study is Structural Equation Modelling (SEM) with AMOS v4 software. The result indicated that corporate image has positive influence to perceived value; perceived quality has positive influence to perceived value; corporate image has positive influence to customer satisfaction level; perceived has positive influence to customer satisfaction level; perceived quality has positive influence to customer satisfaction level; customer satisfaction level has positive influence to customer complaint; customer satisfaction level has positive influence to loyalty, and corporate image has positive influence to loyalty.

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Penulis Utama	:	Pebri Ardianto
Penulis Tambahan	:	-
NIM / NIP	:	F0203117
Tahun	:	2010
Judul	:	Pengaruh corporate image, perceived quality, perceived value dan customer satisfaction index terhadap loyalitas (studi pada bank bri unit pucakwangi)
Edisi	:
Imprint	:	Surakarta - F. Ekonomi - 2010
Program Studi	:	S-1 Manajemen
Kolasi	:
Sumber	:	UNS-F. Ekonomi Jur.Manajemen-F 0203117-2010
Kata Kunci	:
Jenis Dokumen	:	Skripsi
ISSN	:
ISBN	:
Link DOI / Jurnal	:	-
Status	:	Public
Pembimbing	:	1. DR. Budhi Haryanto.
Penguji	:
Catatan Umum	:	302/2010
Fakultas	:	Fak. Ekonomi dan Bisnis

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