Pengaruh Nilai Nasabah Terhadap Loyalitas Melalui Kepuasan Nasabah Sebagai Variabel Intervening Pada PT. Permodalan Nasional Madani (PNM) Mekar Cabang Hamparan Perak Deli Serdang
Keywords:
Nilai Nasabah, Loyalitas, Kepuasan NasabahAbstract
This study aims to find out whether Customer Value and Customer Loyalty affect Customer Satisfaction at PT. Permodalan Nasional Madani (PNM) Mekaar Cabang Hamparan Perak. This type of research is quantitative research. This research was conducted at the PNM Mekar (Fostering a Prosperous Family Economy) office which is located at Jl. Sukaramai Dusun III Pasar II No 169 Kec. Hamparan Perak Kabupaten Deli Serdang. The population in this study consisted of all PNM Mekar Cabang Hamparan Perak, totaling 4393 customers. The number of samples in this study was 500 Mekar Hamparan Perak PNM customers. The results of this study There is a partial influence between customer value on customer loyalty at PT. PNM Mekar Hamparan Perak. There is a partial influence between customer loyalty on customer satisfaction at PT. Mekar Hamparan Perak. There is a partial influence between customer satisfaction on customer value at PT. PNM Mekar Hamparan Perak. Customer value and customer loyalty simultaneously influence customer satisfaction at PT. PNM Mekar Hamparan Perak
References
Al-Arif, M. Nur Rianto, 2010, â€Dasar-Dasar Pemasaran Bank Syariahâ€,ALFABETA: Bandung
Anwar Hidayat. 2012, Analisis Pengaruh Kualitas Produk, Promosi dan Persepsi Harga Terhadap Minat Beli Ulang Pelanggan Voucher isi Ulang XL Di Universitas Semarang
Arikunto, Suharsimi. (2012). Prosedur Penelitian Suatu Pendekatan Praktek. Jakarta: Rineka Cipta
Buttle, Francis. 2017. Customer Relationship Management(terjemahan:Arief Subianto), Bayumedia Publishing.
Butz, H.E., & Goodstein, L.D. (2016). Measuring Customer Value: Gaining the Strateguc Advantage, Organizational Dynamic, Vol. 24, pp: 63-77.
Chaudhuri, A., & Holbrook, M. B. (2011). The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty. Journal of Marketing, 65(2), 81-93.
Faramita, V., Mujiharjo, S., & Susena, C. K. (2015). Analisis Kualitas Pelayanan Industri Jasa Olah Raga dengan Metode dengan Menggunakan Metode SERVQUAL dan Importance-Performance Analysis (IPA). Industri Jasa Anonimus Rejang Lebong Bengkulu. Jurnal Nasional. Vol.5 No. 1, 57-74.
Fandy Tjiptono. (2012), Strategi Pemasaran, ed. 3, Yogyakarta, Andi
Griffin, Jill. (2013) Customer Loyalty. Menumbuhkan dan Mempertahankan Pelanggan. Jakarta: Airlangga.
Ghozali, Imam.( 2016) Aplikasi Analisis Multivariete Dengan Program IBM SPSS 23 (Edisi 8). Cetakan ke VIII. Semarang : Badan Penerbit Universitas Diponegoro.
James F.Engel et. All, (2011), Consumer Behavior. Illinois:The Dryden Press.
Kotler, P. & Armstrong, G. (2012), Prinsip- Prinsip Pemasaran Edisi 12 Jakarta : Erlangga
Lupiyoadi, Rambat dan Hamdani, A, (2011). Manajemen Pemasaran Jasa. Edisi Kedua, Salemba Empat, Jakarta
Margono. (2010). Metodologi Penelitian Pendidikan. Jakarta: Rineka Cipta.
Rusiadi., Subiantoro, Nur dan Hidayat, Rahmat. (2016). Metode Penelitian : Manajemen, Akuntansi dan Ekonomi Pembangunan. Konsep, Kasus dan Aplikasi SPSS, Eviews, Amos, Lisrel. Medan : USU Press.
Sangadji, Etta Mamang & Sopiah. (2013). Perilaku Konsumen – Pendekatan Praktis disertai Himpunan Jurnal Penelitian. Yogyakarta: ANDI.
Siregar, Syofian. (2013) Metode Penelitian Kuantitatif. Jakarta: PT Fajar Interpratama Mandiri.
Sugiyono (2012) Metode Penelitian Kuantitatif Kualitatif dan R&B. Bandung: Alfabeta.
Sheth, Jagdish N; Parvatiyar, Atul dan G Shainesh (2011) Customer Relationship Management: Emerging Concepts, Tools and Application. New Delhi: Tata-McGrawHill.
Zeithaml, V.A., M.J. Bitner, D.D. Gremler (2012) Services Marketing: Integrating Customer Focus Across the Firm 6 thed. Mc.Graw-Hill. Boston
