Pengaruh Kualitas Layanan, Citra Perusahaan Dan Penanganan Keluhan Terhadap Loyalitas Dengan Kepuasan Sebagai Intervening Pada Nasabah Bank NTT Cabang Maumere
DOI:
https://doi.org/10.59603/projemen.v13i1.1206Keywords:
Service Quality, Corporate Image, Complaint Handling, Customer Satisfaction, Customer LoyaltyAbstract
This study aims to test and analyze the effect of service quality, corporate image and complaint handling on satisfaction. As well as to test and analyze Service Quality on Loyalty with Satisfaction as Intervening for Customers of Bank NTT Maumere Branch. This research is a type of explanatory research with a quantitative approach. The sample population is 220 customers of Bank NTT Maumere Branch. The sampling technique in this study was purposive sampling. The data analysis technique uses the Partial Least Square (PLS) approach with variance based SEM using PLS 4.01 smart tools. The results of the analysis can be concluded that Service Quality, Corporate Image and Complaint Handling have a significant effect on Customer Satisfaction of Bank NTT Maumere Branch; and Satisfaction has a significant effect on Customer Loyalty; and Service Quality, Corporate Image and Complaint Handling have a significant effect on Customer Loyalty through Customer Satisfaction of Bank NTT Maumere Branch.
References
A. Parasuraman et al., (1985). "A conceptual model of service quality and its implications for future researh" Journal of marketing. Vol. 49, pp.41-50.
Annas Thohir Syamsudin , Wirawan Fadly (2021) “Pengaruh Komunikasi Pemasaran, Kepercayaan Dan Penanganan Keluhan Terhadap Loyalitas Nasabah Tabungan di PT. Bpr Syariah Mitra Mentari Sejahtera Ponorogo”.. Etihad: Journal of Islamic Banking and Finance. Vol.1, No.1, Januari – Juni 2021, pp.51-65.
Aprilliantoni (2022) “Dinamika Kualitas Pelayanan Dan Loyalitas Nasabah Bank
: Studi PT Bank Central Asia Tbk Bintaro”. Accounthink : Jurnal Akuntansi Dan Keuangan. Vol. 7, No. 01, pp. 96-111.
Alvan Fathony, Saifuddin, Nabila (2022). “Dampak Kualitas Pelayanan, Citra Perusahaan, dan Kepuasan Nasabah Kepada Loyalitas Konsumen di BMT UGT Sidogiri Cabang Semampir Probolinggo”. Jurnal Ekonomi, Keuangan dan Bisnis Syariah. Vol 4, No.6 (2022), pp.1845-1864. P-ISSN 2656-2871 E-ISSN 2656-4351 DOI: 10.47467/alkharaj.v4i6.1439.
Agus Behaki , Agus Salim , Riki Renaldo (2021). “Pengaruh Promosi, Citra Perusahaan Dan Tingkat Religiusitas Nasabah Terhadap Loyalitas Nasabah BPRS Tanggamus”. Dinar Islamic Review. Vol. 5, No.1, Maret 2021, pp. 35-48. PISSN 2597-517X
Aprilia Puspasari, Ety Nurhayaty, Dinar Riftiasari, Puji Yuniarti, Dedi Suharyadi, Rini Martiwi, Popon Rabia Adawia, Baharuddin (2022). “The Effect Of Service Quality Perception And Company Image On Customer Satisfaction And Their Impact On Customer Loyalty Indihome”. International. Journal Of Social And Management Studies (Ijosmas). Vol.03, No.02 (2022), pp. 69-84. e-ISSN : 2775-0809.
Fadela Bara, Tjahjani Prawitowati (2020). “Pengaruh kualitas layanan, kepuasan pelanggan dan keterikatan pelanggan terhadap loyalitas pelanggan grab di Surabaya”. JBB 10, 1. Vol 10, No 1, Mei-Oktober 2020, pp. 33-52. ISSN :
2088-7841.
Fandy Tjiptono. (2015). Strategi Pemasaran. Edisi 4, Yogyakarta : CV Andi Offset
----------------dan Anastasia Diana (2016). Pemasaran Esesi dan Aplikasi.
Yogyakarta : CV Andi Offset
---------------dan Gregorius Chandra (2016). Service, Quality and Satisfaction.
Edisi ke-4, Yogyakarta : CV Andi Offset.
Ghozali, Imam. (2016). Aplikasi Analisis Multivariate Dengan Program IBM SPSS 23. Semarang: Badan Penerbit Universitas Diponegoro.
Ilham Windiari, Djumarno Djumarno. “The Effect Of Service Quality, Customer Relationship Marketing, And Brand Image On Customer Loyalty And Customer Satisfaction As An Intervening Variable”. Dinasti International Journal Of Economics Finance On Accounting. Vol.1, No.6, January 2021, pp. 1048-1059. E-ISSN : 2721-303X, P-ISSN : 2721-3021.
Kasinem (2020) “Pengaruh Kepercayaan dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Hotel Bukit Serelo Lahat. (Sekolah Tinggi Ilmu Ekonomi Serelo Lahat)” Jurnal Media Wahana Ekonomika. Vol.17, No.4, Januari 2020, pp. 329-339. ISSN 1693-4091 E-ISSN 2622-1845.
Kotler, Philip. & Gary Armstrong. 2014. Principle Of Marketing. Edisi 15, New Jersey: Pearson Prentice Hall.
Kasmir. 2017. Customer Service Excellent Teori dan Praktik. Jakarta: PT Raja Grafindo Persada.
Minh, Ngo Vu; Huu, Nguyen Huan. 2016. “The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector”. Journal of Competitiveness. Vol.8, No.2, June 2016, pp. 103-116. ISSN 1804-171X (Print), ISSN 1804-1728 (On-line), DOI: 10.7441/joc.2016.02.08
Puteri Herlanies Susanto Iwan Kurniawan Subagja (2019). “Pengaruh Kualitas Layanan, Kepuasan Nasabah Dan Citra Perusahaan Terhadap Loyalitas Nasabah PT. Bank Central Asia Tbk Kantor Cabang Pondok Gede Plaza”. Jurnal Manajemen Bisnis Krisnadwipayana. Vol.7, No.1, Januari-April 2019, pp. 69-84. P-ISSN: 2338 – 4794 E-ISSN: 2579-7476.
Raditha Hapsari., Clemes, D. Michael., dan Dean, David., 2017. The impact of service quality, customer engagement and selected marketing constructs on airline passenger loyalty. International Journal of Quality and Service Science.Vol.9, No.1, pp. 21-40.
Shavira Zhulfa Eka Putri, Agus Widarko, Siti Asiyah (2021). “Pengaruh Citra Perusahaan, Penanganan Keluhan, Kualitas Pelayanan, Kepercayaan Terhadap Loyalitas Melalui Kepuasan Pelanggan Sebagai Variabel Intervening (Studi Kasus Pada Pelanggan Shavira Catering & Service) e – Jurnal Riset Manajemen. pp. 24-45.
Suci FIka Widyana, May Siti Nurjanah (2018) “Analisis Penanganan Keluhan Pelanggan Pos Express Pada Kantor Pos Cimahi”. Jurnal Bisnis dan Pemasaran.. Vol.8, No.1, Maret 2018, pp. 49-57. ISSN : 2087-3077.
Sugiyono. (2018). Metode Penelitian Kuantitatif. Bandung: Alfabeta
------------- (2015). Metode Penelitian Kombinasi (Mix Methods). Bandung: Alfabeta.
Taufiq Rachman (2022) “Pengaruh Kualitas Layanan Terhadap Kepuasan pelanggan dan Pengaruhnya Terhadap Loyalitas pelanggan PT Bank Aceh”. Jurnal Ilmu Administrasi Publik. Vol.2, No.1, Jgmi, Januari 2022. pp. 36-
46. P- ISSN: 2798-4982.
Thanh Nguyen, Van Thanh Pham, Dung Manh Tran, Duyen Bich T. Pham (2020). “Impact of Service Quality, Customer Satisfaction and Switching Costs on Customer Loyalty”. Journal of Asian Finance, Economics and Business. Vol.7, No.8 (2020), pp. 395–405. ISSN 2288-4637.
Yan Naing Myo, Gaamal SA Khalifa, Thin Thin Aye (2019). ”The Impact of Service Quality on Customer Loyalty of Myanmar Hospitality Industry: The Mediating Role of Customer Satisfaction”. International Journal of Management and Human Science (IJMHS), Vol.3, No.3, pp 1-11. EISSN:
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Jurnal Projemen UNIPA
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
