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Loyalitas Nasabah Tabungan : Peran Nilai dan Kualitas Hubungan

Author

Listed:
  • , Hikmawati
  • Sjahruddin, Herman
  • Themba, Orfyanny S.

Abstract

Studi ini bertujuan untuk menguji dan menganalisis pengaruh nilai pelanggan dan Kualitas hubungan terhadap loyalitas nasabah. 58 Nasabah PT Bank Mandiri (Persero), Tbk Area Makassar Kartini digunakan sebagai sampel. Hasil penelitian memberikan bukti bahwa nilai pelanggan berpengaruh positif dan signifikan terhadap loyalitas nasabah yang diakibatkan karena penggunaan transaksi perbankan memberikan rasa aman kepada nasabah dan bank ini selalu bersikap cepat dalam menanggapi keluhan nasabah. Kualitas hubungan berpengaruh positif dan signifikan terhadap loyalitas nasabah. Hal ini disebabkan karena nasabah merasa nyaman dan aman dengan dana yang di investasikan nasabah pada bank ini dan pihak perbankan memiliki responsif yang tinggi dalam menanggapi keluhan nasabah.

Suggested Citation

  • , Hikmawati & Sjahruddin, Herman & Themba, Orfyanny S., 2018. "Loyalitas Nasabah Tabungan : Peran Nilai dan Kualitas Hubungan," OSF Preprints s8pf3, Center for Open Science.
    • Handle: RePEc:osf:osfxxx:s8pf3
    DOI: 10.31219/osf.io/s8pf3
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