Urgensi Mutu Pelayanan Customer Service Dalam Meningkatkan Kepuasan Dan Loyalitas Nasabah
DOI:
https://doi.org/10.30762/wadiah.v8i2.1509Keywords:
Service Quality, Customer Service, Satisfaction, Loyalty.Abstract
ABSTRACT
Service capability plays an important role for the sustainability of a company in increasing customer satisfaction and loyalty. The main priority of a company engaged in banking services is customer satisfaction. In winning the increasingly competitive competition, the Bank strives to provide the best service (service excellent). This study aims to determine the importance of retaining customers and reaching potential customers. In addition, to find out how to maintain and improve the quality and loyalty of its customers. The research uses a library research method in which data is collected based on academic data bases, digital libraries, and repositories of educational institutions. Some references are obtained from books, scientific journals, articles and research reports relevant to customer service quality research in improving customer quality and loyalty. The result is that customer service quality has a crucial role in shaping customer perceptions of financial institutions. Quality of service is very concerned about satisfaction and loyalty to maintain a positive brand image or image in the eyes of the community. The effect of customer satisfaction on customer loyalty can show that customer satisfaction has a significant effect on customer loyalty. Increasing service quality has an impact on customer satisfaction and loyalty is also increasing. Conversely, if the quality of Customer Service service decreases, it will have an impact on worsening customer satisfaction and loyalty.
References
Andriyani, M., & Ardianto, R. (2020). Pengaruh Kualitas Layanan dan Kualitas Produk Terhadap Kepuasan Nasabah Bank. EKOMABIS: Jurnal Ekonomi Manajemen Bisnis, 1(02), 133–140.
Azizi, Hilmy Madjid. 2019. Analisis Servqual Kualitas Layanan Terhadap Kepuasan Pelanggan Jasa Pengiriman Barang Pada PT. Buah Candra Dewi. Jurnal Fakultas Ekonomi Muhammadiyah Jember.
Cardia, D. I. N. R., Santika, I. W., & Respati, N. N. R. (2019). Pengaruh Kualitas Produk, Harga, Dan Promosi Terhadap Loyalitas Pelanggan (Doctoral dissertation, Udayana University).
Erpurin, W. 2019. Pengaruh Sistem Informasi Pemasaran Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Hotel El Royale Bandung. JIM UPB (Jurnal Ilmiah Manajemen Universitas Putera Batam), 7 (2), 181.
Gultom, D. K., Arif, M., & Fahmi, M. (2020). Determinasi kepuasan pelanggan terhadap loyalitas pelanggan melalui kepercayaan. Maneggio: Jurnal Ilmiah Magister Manajemen, 3(2), 171-180.
Lovelock, C., & Wirtz, J. (2016). Services Marketing: People, Technology, Strategy (8th ed.). New Jersey: World Scientific Publishing
Marlina, A., & Bimo, W. A. (2018). Digitalisasasi Bank Terhadap Peningkatan Pelayanan Dan Kepuasan Nasabah Bank. Inovator, 7(1), 14-34.
Marlius, D., & Putriani, I. 2020. Kepuasan Nasabah PT. Bank Rakyat Indonesia Unit Tapan Cabang Painan Dilihat dari Kualitas Layanan Customer Service. Jurnal Pundi, 3(2), 111.
Mawey dkk. 2018 Pengaruh Kepercayaan dan Kualitas Layanan Terhadap Kepuasan Nasabah PT Bank Sulutgo. Jurnal EMBA. Vol. 6 No. 3. 1198- 1207.
Mestika Zed, Metode Penelitian Kepustakaan, Jakarta: Yayasan Obor Indonesia, Cet. ke-1, 2004.
Mokoagouw. 2018. Pengaruh Nilai Pelanggan Dan Kualitas Pelayanan Terhadap Kepuasan Dampaknya Terhadap Loyalitas Nasabah. Jurnal Riset Bisnis Dan Manajemen. Vol 6, No 3.
Mukarom Zaenal dan Wijaya Laksana. 2018. Manajemen Pelayanan Publik. Bandung: CV Pustaka Setia
Nelwan, O. S., & Artika, T. (2018). Pengaruh Strategi Pemasaran, Kualitas Pelayanan dan Nilai Nasabah terhadap Kepuasan Nasabah pada PT. Bank Capital Indonesia Tbk Cabang Wisma Kodel. Jurnal STEI Ekonomi, 27(01), 80-99.
Octavia, R.(2019). Pengaruh Kualitas Pelayanan Dan Kepuasan Nasabah Terhadap Loyalitas Nasabah Pt. Bank Index Lampung. Jurnal Manajemen Pemasaran, 13(1), 35–39.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Pertiwi, A. B., Ali, H., & Sumantyo, F. D. S. (2022). Pengaruh Persepsi Harga dan Kualitas Pelayanan terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan pada E-commerce Shopee. Jurnal Ilmu Multidisplin, 1(2), 537-553.
Razak, A., Baheri, J., & Ramadhan, M. I. 2018. Pengaruh Kepuasan dan Kepercayaan terhadap Loyalitas Nasabah pada Bank Negara Indonesia ( BNI ) Cabang Kendari. Sigma: Journal of Economic and Business, 1(79), 10–20.
Reksa Jayengsari, Rani Yunita, Sri Maloka. 2021. Pengaruh Kualitas Pelayanan Customer Service Terhadap Kepuasan Nasabah Pada Bank BJB Kcp Cipanas. Ar-Rihlah: Jurnal Keuangan Dan Perbankan Syariah. Vol. 01, No. 01 Maret 2021, 11-24.
Samara, A., & Susanti, M. (2023). Pengaruh Kemudahan Penggunaan, Pengalaman Pengguna Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Pada Penggunaan Aplikasi Dompet Digital (E-Wallet) di Kalangan Mahasiswa Universitas Buddhi Dharma. Jurnal Riset Akuntansi, 1(2), 249-260.
Sasongko, S. R. (2021). Faktor-faktor kepuasan pelanggan dan loyalitas pelanggan (literature review manajemen pemasaran). Jurnal Ilmu Manajemen Terapan, 3(1), 104-114
Supertini, N. P. S., Telagawati, N. L. W. S., & Yulianthini, N. N. (2020). Pengaruh kepercayaan dan kepuasan pelanggan terhadap loyalitas pelanggan pada Pusaka Kebaya di Singaraja. Prospek: Jurnal Manajemen dan Bisnis, 2(1), 61-73.
Siadari, K., & Lutfi, A. (2021). Pengaruh Citra Perusahaan, Kualitas Layanan dan Kepuasan Nasabah terhadap Loyalitas Penggunaan BNI Mobile Banking (Studi Kasus BNI Kantor Cabang Harmoni). Jurnal Manajemen Bisnis dan Kewirausahaan, 5(2), 155-160.
Tjiptono, F. (2014). Pemasaran Jasa: Prinsip, Penerapan, dan Penelitian. Yogyakarta: Andi Offset.
Zameer, H., Tara, A., Kausar, U. and Mohsin, A. (2015), “Impact of service quality, corporate image and customer satisfaction towards customers’ perceived value in the banking sector in Pakistan”, International Journal of Bank Marketing, Vol. 33 No. 4, pp. 442-456, available at: https://doi.org/ 10.1108/IJBM-01-2014-0015.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services Marketing: Integrating Customer Focus Across the Firm (7th ed.). New York: McGraw-Hill Education.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Choiru Umatin, Chelsea Vanessa, Atina Sulkha, Noviana Nurkholifah, Adjie Pambudi , Mochamad Nasichin Al Muiz, M. Ubaidillah Ridwanulloh
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
