Mengembangkan Loyalitas Melalui Strategi Kualitas Layanan dan Kepercayaan  Pada Industri Perbankan

Ferdian Hendrasto

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Jurnal Ekonomi dan Manajemen dengan ISSN: 2614-4212 (online), 1411-5794 (cetak) merupakan jurnal yang dikelola oleh Program Pascasarjana Universitas Gajayana. Jurnal Ekonomi dan Manajemen merupakan media informasi dan komunikasi bagi para praktisi, peneliti, dan akademisi yang terlibat dan memperhatikan perkembangan ekonomi, manajemen dan bisnis, serta memuat hasil penelitian dan hasil pemikiran baik konseptual maupun aplikasi teori di bidang Ekonomi, Bisnis, dan Manajemen, termasuk manajemen pendidikan, manajemen startegis, manajemen pemasaran, manajemen hubungan masyarakat, manajemen operasional, manajemen rantai pasok, manajemen pengadaan, manajemen sumber daya manusia, manajemen keuangan dan akuntansi, manajemen kewirausahaan, manajemen organisasi, manajemen teknologi dan informasi, manajemen R&D, manajemen proyek, manajemen risiko, manajemen kualitas, manajemen inovasi, manajemen perubahan serta tidak menutup kemungkinan pada bidang manajemen lainnya.

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Published Jul 10, 2019

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Vol. 19 No. 3 (2018): Oktober

Ferdian Hendrasto

Universitas Gajayana Malang, Indonesia

Abstract

Service quality has long been used to determine loyalty, with excellent service quality, it is expected that customer will be more likely to do repurchase. Another factor which affect loyalty is trust. The purpose of this research is to analyze the effect of service quality and trust to loyalty in banking industry. 100 customer are invited as respondents in this research. This associative research consist of two independent variables, they are service quality (X₁) and Trust (X₂) and one dependent variable which is loyalty (Y). For data collection purpose, library research and field research are conducted thoroughly. Data analysis method used in this research is reliability test and validity test. And then we conduct normality test and multicolinearity test. To analyze the hypothesis used in this research, we use simple regression analysis with t-test and multiple regression analysis with F-test. The result of this research shows that service quality (X₁) is significantly influential to Loyalty (Y). trust (X₂) is significantly influential to loyalty (Y). Finally, service quality (X₁) and trust (X₂), simultaneously, are significantly influential to loyalty (Y).

How to Cite

Hendrasto, F. (2019). Mengembangkan Loyalitas Melalui Strategi Kualitas Layanan dan Kepercayaan Pada Industri Perbankan. Jurnal Ekonomi Dan Manajemen, 19(3), 34-43. Retrieved from https://ejournal.unigamalang.ac.id/index.php/JEM/article/view/348

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