PENGARUH RELATIONSHIP MARKETING TERHADAP KEPUASAN NASABAH DAN LOYALITAS NASABAH BANK RAKYAT INDONESIA DI SULAWESI TENGGARA

This research is intended to test the effect of relationship marketing upon customer satisfaction and customer loyalty of the Bank Raykat Indonesia in Southeast Sulawesi. This research applies the explanatory type, namely a research conducted by giving an explanation on the symptoms produced by object of research.The samples of this research involve 200 saving deposits customer of Bank Rakyat Indonesia distributed based on purposive allocation of each Bank Rakyat Indonesia in Southeast Sulawesi. Then, they are analyzed by using SEM (structural equation modeling) by applying the program AMOS (analysis of moment structure) 4.01.The result of this research indicate that the relationship marketing have the positive and significant effect to the customer satisfaction and customer loyalty with the path coefficient each 0.556 and 0.501. And than, customer satisfaction have the positive and significant effect to the customer loyalty with the path coefficient 0.479. Beside that, the relationship marketing have the indirect effect to the customer loyalty, mediated customer satisfaction with the path coefficient 0.266.

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PENGARUH RELATIONSHIP MARKETING TERHADAP KEPUASAN NASABAH DAN LOYALITAS NASABAH BANK RAKYAT INDONESIA DI SULAWESI TENGGARA

EKUITAS (Jurnal Ekonomi dan Keuangan) ◽

10.24034/j25485024.y2007.v11.i3.403 ◽

2018 ◽

Vol 11 (3) ◽

pp. 411-426

Author(s):

Sudirman Zaid

Keyword(s):

Structural Equation Modeling ◽

Customer Satisfaction ◽

Relationship Marketing ◽

Customer Loyalty ◽

Indirect Effect ◽

Structural Equation ◽

Equation Modeling ◽

Path Coefficient ◽

The Relationship

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FEATURE,NILAI, KEPUASAN DAN LOYALITAS PELANGAN

Jurnal Riset Manajemen dan Bisnis (JRMB) Fakultas Ekonomi UNIAT ◽

10.36226/jrmb.v2i1.28 ◽

2017 ◽

Vol 2 (1) ◽

pp. 45-52

Author(s):

Iha Haryani Hatta

Keyword(s):

Structural Equation Modeling ◽

Customer Satisfaction ◽

Customer Loyalty ◽

Significant Influence ◽

Customer Value ◽

Structural Equation ◽

Equation Modeling ◽

Relationship Of ◽

The Relationship ◽

Customer Satisfaction And Loyalty

The aim of this study was to determine the relationship of the features of the value, satisfaction, and customer loyalty; the effect on the value of customer satisfaction and loyalty; influence of satisfaction on customer loyalty. A total of 200 merchant PT. BANK XYZ as respondents was selected randomly. Analyses were performed using structural equation modeling (SEM). The analysis showed that the feature has a significant influence on customer value, but not for customer satisfaction and loyalty. The values has a significant influence on satisfaction, but not on customer loyalty. Satisfaction has a significant influence on customer loyalty. Discussion and conclusions described in the article. Keywords: features of the value, satisfaction, customer loyalty

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The influence of membership program on customer loyalty mediated by customer satisfaction

International Journal of Research in Business and Social Science (2147-4478) ◽

10.20525/ijrbs.v10i6.1362 ◽

2021 ◽

Vol 10 (6) ◽

pp. 34-41

Author(s):

Fadhil Muhammad ◽

Fatkhur Rozi ◽

Achmad Sani Supriyanto

Keyword(s):

Structural Equation Modeling ◽

Data Analysis ◽

Data Collection ◽

Customer Satisfaction ◽

Customer Loyalty ◽

Structural Equation ◽

Equation Modeling ◽

Analysis Technique ◽

The Relationship ◽

Collection Methods

This research aimed to determine the effect of the membership programs on customer loyalty of “Kartu Aku” users at Alfamart Sunan Kalijaga Street, Malang City by involving customer satisfaction as mediating variable. This research employed a quantitative approach with a sample of 161 respondents determined by the Slovin formula. Data collection methods used a questionnaire. Meanwhile, the data analysis technique used SEM (Structural Equation Modeling) PLS, and the mediation test used bootstrapping with help of SmartPLS 3.3.3 software. The result showed that variable membership program had a significant effect on variable customer loyalty with t-statistics value 15,027, variable membership program had a significant effect on variable customer satisfaction with t-statistics value 14,391, variable customer satisfaction had a significant effect on variable customer loyalty with t-statistic value 2,818 and variable customer satisfaction significantly mediated the relationship between variable membership program and variable customer loyalty with t-statistics value 2,772.

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Peran Involvement Sebagai Variabel Pemoderasi Model Loyalitas Pelanggan

Jurnal Ekonomi Bisnis dan Kewirausahaan ◽

10.26418/jebik.v7i1.24826 ◽

2018 ◽

Vol 7 (1) ◽

pp. 33

Author(s):

Budi Setyanta

Keyword(s):

Structural Equation Modeling ◽

Data Analysis ◽

Customer Satisfaction ◽

Customer Loyalty ◽

Structural Equation ◽

Equation Modeling ◽

Survey Method ◽

Customer Involvement ◽

Perceived Price

This research aims to identify the role of involvement as a moderating variable in the model of customer loyality. The population in this study is the Xiaomi smartphone users in Yogyakarta. Data is collected through survey method that is guided by questionnaire. The data samples are 200 respondents to eligible the data analysis by structural equation modeling. The results indicate that the involvement moderates the effect of perceived quality, perceived price and after-sales service towards customer satisfaction.. Besides, the result is the involvement moderates the effect of customer satisfaction on customer loyalty. The results are used to develop strategies to effectively increase customer loyalty by designing a stimulus to increase customer loyalty considering the level of customer involvement.

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PENGARUH RELATIONSHIP MARKETING DAN RELATIONSHIP QUALITY TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA PRODUK PARFUM MULEGH DI PURWOKERTO

Indonesian Journal of Strategic Management ◽

10.25134/ijsm.v1i1.844 ◽

2018 ◽

Vol 1 (1) ◽

Author(s):

Ilham Akbar

Keyword(s):

Customer Satisfaction ◽

Relationship Quality ◽

Relationship Marketing ◽

Customer Loyalty ◽

Structural Equation ◽

Marketing Relationship ◽

Negative Effect ◽

The Impact ◽

The Relationship ◽

Positive Effect

The research entitled �The Influence of Relationship Marketing and Relationship Quality Towards Customer Loyalty with Customer Satisfaction as The Intervening Variable on Mulleg Perfume Product in Purwokerto� aims to determine the impact of relationship marketing and relationship quality towards customer satisfaction and customer loyalty and to determine whether customer satisfaction could become the intervening variable. The hypothesis of this research is the relationship marketing has negative effect towards customer satisfaction, the relationship marketing has positive effect towards customer loyalty, the relationship quality has positively effect towards customer satisfaction, the relationship quality has positively effect towards the customer loyalty, and the customer loyalty could be able to mediate the influence of relationship marketing and relationship quality toward customer loyalty.� The analysis method that used on this research is the structural equation modeling.The results show that the relationship marketing has positive and significant effect towards customer satisfaction. It will increase the customer satisfaction of Mulleg Aromatic perfume product in Purwokerto. The relationship quality has positive and significant effect towards customer satisfaction, so it will increase the customer satisfaction of Mulleg Aromatic perfume product in Purwokerto. The relationship marketing has positive and significant effect towards customer loyalt. It will increase the customer loyalty of Mulleg Aromatic perfume product in Purwokerto. The relationship quality has positive and significant effect towards the customer loyalty. The Customer Satisfaction has positive and significant effect towards customer loyalty. The customer satisfaction could mediate the influence of relationship marketing towards the customer loyalty on Mulleg Aromatic perfume product in Purwokerto. The customer satisfaction could mediate the influence of relationship quality towards the customer loyalty of Mulleg Aromatic perfume product in Purwokerto.�Keywords : Relationship Marketing , Relationship Quality , Customer Satisfaction and Customer Loyalty�

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Pengaruh Perceived Quality Terhadap Customer Loyalty dengan Perceived Risk dan Customer Trust Sebagai Variabel Mediasi pada PT. XYZ

Jurnal Manajemen Bisnis dan Kewirausahaan ◽

10.24912/jmbk.v4i3.7912 ◽

2020 ◽

Vol 4 (3) ◽

pp. 29

Author(s):

Edrick Heriyanto ◽

Eko Harry Susanto

Keyword(s):

Structural Equation Modeling ◽

Customer Loyalty ◽

Indirect Effect ◽

Perceived Risk ◽

Structural Equation ◽

Sampling Method ◽

Perceived Quality ◽

Equation Modeling ◽

Independent Variable ◽

Customer Trust

The purpose of this study is to examine the influence of perceived quality toward customer loyalty which is mediated by perceived risk and customer trust for PT. XYZ that engaged in chemistry. There are four variables perceived quality as the independent variable, customer loyalty as the dependent variable, and perceived risk and customer trust as mediating variable. The sample was determined by purposive sampling method, the questionnaire was well-collected and was used in data processing using the Structural Equation Modeling (SEM) method with Smart PLS 3.0 program. This analysis was conducted on 115 respondents as customer of PT. XYZ. Based on the result of the study, it was found that perceived quality, perceived risk, and customer trust have influence towards customer loyalty, perceived quality have influence towards perceived risk and customer trust, perceived quality had an indirect effect on customer loyalty via perceived risk and customer trust.

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To Be Or Not To Be Visible In Company-Managed Virtual Communities?

International Journal of Customer Relationship Marketing and Management ◽

10.4018/ijcrmm.2014100102 ◽

2014 ◽

Vol 5 (4) ◽

pp. 20-37

Author(s):

Imene Ben Yahia

Keyword(s):

Structural Equation Modeling ◽

Relationship Quality ◽

Relationship Marketing ◽

Structural Equation ◽

Virtual Communities ◽

Group Analysis ◽

Virtual Community ◽

Equation Modeling ◽

Modeling Techniques ◽

The Relationship

This research investigates how the companies' efforts' visibility influence VCs members' loyalty. Based on the relationship marketing and the signaling theory, it posits that perceived benefits by members influence loyalty through the full mediation of the relationship investments and the relationship quality. However, this influence is moderated by the visibility of companies' efforts. Data from 342 members of company-managed virtual communities were collected. The sample was divided into two groups according to the visibility of the company's efforts. Data were analyzed using structural equation modeling techniques and multi-group analysis. Results show that this influence is significant when the efforts of the company are visible and not significant when they are not. Providing benefits to members is then not enough to foster loyalty. The company has to be a visible partner who contributes in the success of the virtual community.

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The effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty

The TQM Journal ◽

10.1108/tqm-05-2019-0150 ◽

2020 ◽

Vol 32 (6) ◽

pp. 1525-1540

Author(s):

Andriani Kusumawati ◽

Karisma Sri Rahayu

Keyword(s):

Customer Satisfaction ◽

Customer Loyalty ◽

Structural Equation ◽

Perceived Value ◽

Statistical Technique ◽

Equation Modeling ◽

Content Type ◽

Customer Perceived Value ◽

Perceived Values ◽

The Relationship

PurposeTo test the effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty to the visitors of natural nuanced outdoor cafés in the hilly areas of Joyo Agung, Malang.Design/methodology/approachThis study uses four variables, namely experience quality, customer perceived value, customer satisfaction, and customer loyalty. The population used in this research was all customers or visitors who buy and enjoy the products and services provided by the natural outdoor cafés in Malang. This study used structural equation modeling (SEM) as inferential statistical technique.Findings1) Quality experience has a significant effect on customer perceived value, customer satisfaction, and customer loyalty; 2) customer perceived value has a significant effect on customer satisfaction and customer loyalty; and 3) customer satisfaction has a significant effect on customer loyalty.Originality/valueBased on the results of previous research and the phenomenon that has been described previously, the research gaps found in this study are: (1) the relationship between experience quality and customers’ perceived values. (2) There are differences in the relationship between experience quality and customer satisfaction found in the research, which examines the effect of experience quality on customer loyalty. (3) Experience quality and customer loyalty variables still differ in the research concerning the effect of experience quality on customer loyalty. (4) The influence of customer satisfaction and customer loyalty is still different in the research results regarding the effect of customer satisfaction on customer loyalty.

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Assessing the Relevance of Green Banking Practice on Bank Loyalty: The Mediating Effect of Green Image and Bank Trust

Sustainability ◽

10.3390/su11174651 ◽

2019 ◽

Vol 11 (17) ◽

pp. 4651 ◽

Cited By ~ 6

Author(s):

Ibe-Enwo ◽

Igbudu ◽

Garanti ◽

Popoola

Keyword(s):

Structural Equation Modeling ◽

Relationship Marketing ◽

Structural Equation ◽

Banking Sector ◽

Retail Banking ◽

Mediating Effect ◽

Equation Modeling ◽

Sustainability Performance ◽

Modeling Analysis ◽

The Relationship

Studies that examine green banking practice from the relationship marketing perspective are limited. Bearing in mind the importance of loyalty to managers in the banking industry, and the increase in the call for greater sustainability performance from banking firms by customers, our study explore customers’ perception on green banking practice and its effect on bank loyalty. It also investigates the mediating effect of green image and bank trust in the relationship between green banking practice and bank loyalty. Through a quantitative survey, data for this study was adopted from 551 customers of the retail banking sector in North Cyprus. The structural equation modeling technique was used to test the relationship between the study variables. Results from the structural equation modeling analysis conducted indicated a direct and significant influence of green banking practice on green image, bank trust, and bank loyalty. Green image significantly affects bank trust and bank loyalty. No significant relationship exist between bank trust and bank loyalty. Green image mediates the relationship between green banking practice and bank loyalty, while bank trust does not mediate the relationship between green banking practice and bank loyalty.

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EFFECT OF SERVICE QUALITY AND RELATIONSHIP MARKETING ON CUSTOMER SATISFACTION AND ITS IMPACT ON LOYALTY SERVICE ON WISMA SOEWARNA BRACH OFFICE (KCP) OF BNI OF TANGERANG

Dinasti International Journal of Digital Business Management ◽

10.31933/dijdbm.v1i2.133 ◽

2020 ◽

Vol 1 (2) ◽

pp. 154-164

Author(s):

Ela Ratna Yuwita ◽

Arissetyanto Nugroho

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Relationship Marketing ◽

Customer Loyalty ◽

Structural Equation ◽

Survey Methods ◽

Sampling Technique ◽

Equation Modeling ◽

Descriptive Research ◽

Marketing Variables

The purpose of this study is to determine the Effect of Service Quality and Relationship Marketing on Customer Satisfaction and Its Impact on Loyalty by measuring indicators that affect the variable Service Quality and Relationship Marketing on customer satisfaction variables and their implications on customer loyalty variables. This research applies a descriptive research design using survey methods. Sampling uses convinient sampling as a sampling technique. This study was tested using the structural equation modeling (Lisrel) approach to test the significance of the significance of the overall model and predetermined pathway. The findings show that Service Quality and Relationship Marketing variables significantly influence customer satisfaction variables. Further findings indicate that Service Quality and Relationship Marketing variables directly have a significant effect on customer loyalty variables. This study also shows that customer satisfaction has an influence on customer loyalty variables. It is recommended to companies to improve the excellence of Service Quality and Relationship Marketing.

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