PENGARUH KUALITAS PELAYANAN(SERVICE QUALITY) TERHADAP KEPUASAN NASABAH (CUSTOMER SATISFACTION) DI PT. BPRS MITRA MANDIRI SUKSES DI GRESIK
EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION AT PT. SUCCESSFUL PARTNER MANDIRI BPRS IN GRESIK
-
(1) * Rokhmat Subagiyo
IAIN Tulungagung, Jawa Timur
Indonesia
(*) Corresponding Author
Abstract
Objectives of this research are: (1) to determine the variables of service quality (tangible, reliability, responsibility, assurance, and empathy) significantly simultaneously (together) on customer satisfaction at PT. BPRS Mitra Mandiri Success in Gresik; (2) determine the variables of service quality (tangible, reliability, responsibility, assurance, and empathy) significantly partially (in part) on customer satisfaction at PT. BPRS Mitra Mandiri Success in Gresik and (3) determine the variables of service quality (tangible, reliability, responsibility, assurance, and empathy) are the dominant influence on customer satisfaction at PT. BPRS Mitra Mandiri Success in Gresik.
References
Aaker, David A. 1995. Manajemen Ekuitas Merek: Memanfaatkan Nilai dari Suatu Merek. Cetakan Pertama. Jakarta: Mitra Utama.
Armstead,C.G., dan G.Clark.1993.Customer Serviceand Support (Layanan dan Dukungan Kepada Pelanggan).PT Elex Media Komputindo-Kelompok Gramedia, Jakarta.
Aryani,Dwi Dan Febrina Rosinta. “Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dalam Membentuk Loyalitas Pelanggan”, Bisnis & Birokrasi, Jurnal Ilmu Administrasi dan Organisasi, Mei—Agus 2010, Volume 17, Nomor 2. hlm. 114-126
Emory, C. William & Donald R. Cooper. 1980. Metode Penelitian Bisnis 1. Jakarta: Airlangga.
---------------------------. 1980. Metode Penelitian Bisnis 2. Jakarta: Airlangga
Cravens, David W, 1997. Strategic Marketing. M.J. Neekley School of Business TexasChistian University.
Drucker F.D. Peter.1986Marketing Strategi, Edisi pertama, Jakarta: Penerbit Erlangga.
Ferdinand, A. 2002. Structural Equation Modeling dalam Penelitian Manajemen. Badan Penerbit Universitas Diponegoro. Semarang.
Gujarati, D., 2003. Ekonometrika Dasar. Alih bahasa: Sumarno Zain. Jakarta:Erlangga.
Gitlow H.S., 1990. Planning For Quality, Productivity, and Competitive Position. Illin Business One Irion.
Kinnear, Thomas C dan Taylor, James R. 1997. Riset Pemasaran. Alih Bahasa. Yohanna Lamarto; Jilid II. Erlangga. Jakarta.
Kotler, Philip. 2002. Manajemen Pemasaran: Analisis, Implementasi, dan Pengendalian. Terjemahan. Edisi Kedelapan. Jakarta: Penerbit Erlangga.
Kotler Philip dan Amstrong, 2001. Prinsip-Prinsip Manajemen, Jilid 1 Edisi Kedelapan, Alih Bahasa Oleh Damos Sihombing, MBA., Penerbit Erlangga, Jakarta.
Kotler Philip, Edisi 2002. Manajemen Pemasaran, Milenium, Jilid 1 Revisi ke Edisi Kedelapan, Alih Bahasa Benyamin Molan, Drs.,Penerbit PT. Prenhalindo, Jakarta.
Kotler Philip, Edisi 2002. Manajemen Pemasaran Milenium, Jilid 2 Revisi ke Edisi Sepuluh, Edisi Bahasa Indonesia, Alih Bahasa Benyamin Molan Drs., Penerbit PT. Prenhalindo, Jakarta.
Lovelock, Christopher H. dan Wright, Lauren K., 1999, Principles of Service Marketing and Management, Prentice Hall Inc., Upper Saddle River, New Jersey.
Lupiyoadi, Hamdani. 2006. Manajemen Pemasaran Jasa, Edisi Kedua. Jakarta :Penerbit Salemba Empat.
Maholtra, Naresh K. 1996. Marketng Research and Applied Orientation. First Edition. New Jersey : Prentice Hall Inc.
Murdick, G. Robert, E, Joel Ross dan R. James Clagget.1990. Information System for Modern Management.(Terjemahan). Jakarta: Gelora Aksara Pratama,1990.
Oliver, Richard L dan Jhon E Swan. 1998. “Consumer Perceptions of Interpersonal Equity and Satisfaction in Transaction: a Field Survey Approach”, Journal Marketing.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. 1990. “A conceptual model of service quality and its implications for future research”, (Journal of Marketing , Vol. 49 No. 3. DOI: https://doi.org/10.2307/1251430
Payne, Adrian. 2007. Service Marketing Pemasaran Jasa. Yogyakarta : Penerbit andi
publikasi.dinus.ac.id//jurnal diakses pada 3 maret 2016, pukul 12.00
Schiffman, L and Kanuk. 2000. Consumer Behavior. New York : Prentice Hall.
Santoso, Singgih. 2000. SPSS Statistik Parametrik; Jakarta: PT. Elex Media Komputindo.
Solomon, R. Michael. 1994. Consumer Behavior, Buying, Having, and Being. 8thEdition. New Jersey: Prentice Hall.
Sugiyono. Metode Penelitian Administrasi. Cetakan Ke Delapan. Bandung : Alfa Beta, 2002.
Suprapto, Metode Riset Dan Aplikasi Dalam Pemasaran. 2001. Jakarta : Rineka Cipta.
Tjiptono, Fandy, 1997. Strategi Pemasaran, Edisi Kedua, Cetakan Kedua, Yogyakarta: Penerbit Andi Offset.
Umar, Husein. 1997. ”Metode Riset Perilaku Konsumen Jasa”. Ghalia Indonesia: Jakarta.
www.bi.go.id.//alamat Bank Perkreditan Rakyat di Indonesia
Yazid, 2005, Pemasaran Jasa Konsep dan Implementasi, Ekonisia, Yogyakarta.
Zeithaml, Valarie E., Bitner, Mary Jo. 2000. Service Marketing: Integrating Customer Focus Across The Firm. 2nd Edition. McGraw Hill Companies Inc.
Copyright (c) 2016 Rokhmat Subagiyo
This work is licensed under a Creative Commons Attribution 4.0 International License.
