ANALISIS PENGARUH CITRA MEREK, BUKTI FISIK, KEHANDALAN, DAN JASA PORTOFOLIO TERHADAP KEPUASAN NASABAH TABUNGAN SIMPEDES PADA PT BANK RAKYAT INDONESIA (PERSERO), Tbk KANTOR CABANG KUDUS

Authors

  • Harlyna Kusumawati Politeknik Negeri Semarang
  • Ida Savitri Kusmargiani Politeknik Negeri Semarang

DOI:

https://doi.org/10.32497/keunis.v8i2.2111

Keywords:

Customer Satisfaction, Brand Image, Tangible, Reliability, Service Portofolio

Abstract

The study aimed to analyze the influence of brand image, tangible, reliability, and service portofolio on the customer satisfaction of Simpedes saving at PT Bank Rakyat Indonesia (Persero) Tbk. Kudus Branch Office. Data collection method used purposive sampling technique, with samples from 100 respondents. The analysis model used in this research is Linear Regression Analysis Model while the data analysis techniques using the F test, t test and the coefficient of determination (R2). In addition, it also tests the quality of the data in the form of test validity and reliability, as well as a classical assumption test normality test, multicollinearity, heteroscedasticity test and autocorrelation test. Test data indicate that the data is valid and reliable and free from irregularities classical assumptions. The analysis and discussion showed that brand image, tangible, reliability, and service portofolio simulataniously significant influence on the customer satisfaction of Simpedes saving in PT Bank Rakyat Indonesia (Persero), Tbk Branch Office Kudus. Variable brand image, tangible, reliability, and service portofolio partially significant influence customer satisfaction of Simpedes saving in PT Bank Rakyat Indonesia (Persero), Tbk Branch Office Kudus.

References

Astuti, Dewi Setyorini. 2015. Analisis Pengaruh Banking Service Quality Dimensions (BSQ) Terhadap Kepuasan Nasabah PT Bank Jatim Cabang Jember. Artikel Ilmiah Mahasiswa.

Bank Indonesia. 1998. Undang-Undang Republik Indonesia No. 10 Tahun 1998 Tentang Perbankan.

Deccasari, Dwi Danesty. 2015. Analisis Banking Service Quality Terhadap Citra Bank Syariah di Kota Malang. Jurnal JIBEKA. Vol. 9. No. 1.

Dewi, Nila Kasuma, Gus Andri dan Sepris Yonaldi. 2012. Pengaruh Iklan, Citra Merek, dan Kepuasan Konsumen Terhadap Loyalitas Konsumen dalam Menggunakan Vaseline Hand and Body Lotion di Kota Padang (Studi Kasus di PT Unilever Cabang Padang). Jurnal Manajemen dan Kewirausahaan. Vol. 3. No. 2. ISSN:2086-5031.

Ghozali, Imam. 2007. Aplikasi Analisis Multivariate dengan Program SPSS. Semarang: Badan Penerbit UNDIP.

-------------------. 2018. Aplikasi Analisis Multivariate dengan Program IBM SPSS 25. Semarang: Badan Penerbit UNDIP.

Jaya, Ichwanul. 2014. Pengaruh Disiplin Pegawai dan Lingkungan Kerja Terhadap Kinerja Aparatur Kelurahan di Kecamatan Tanjung Redeb Kabupaten Berau. Jurnal Administrasi Publik dan Birokrasi. Vol. 1. No.3.

Kasmir. 2012. Dasar-Dasar Perbankan. Jakarta: Rajawali Press.

Kotler, Philip dan Kevin Lane Keller. 2008. Manajemen Pemasaran. Jakarta: PT. Indeks.

Kurniawati, Dewi, Duharyono dan Andriani Kusumawati. 2014. Pengaruh Citra Merek dan Kualitas Produk Terhadap Kepuasan dan Loyalitas Pelanggan (Studi pada Pelanggan KFC Cabang Kawi Malang). Jurnal Administrasi Bisnis (JAB). Vol. 14. No. 2.

Lupiyoadi, Rambat dan A. Hamdani. 2006. Manajemen Pemasaran Jasa. Edisi 2. Jakarta: Salemba Empat.

Infobank. 2018. “Pelayanan Prima”. Jakarta: Mei.

Marzuki. 2005. Metodologi Riset. Edisi Kedua. Yogyakarta: Bagian Penerbit Fakultas Ekonomi Universitas Islam Indonesia Yogyakarta.

Mulyaningsih, Luy Ayu dan I Gst Agung Ketut Gede Suasana. Pengaruh Kualitas Layanan dan Citra Perusahaan Terhadap Kepuasan Nasabah pada Bank OCBC NISP di Denpasar. 2016. E-Jurnal Manajemen Unud. Vol. 5. No. 1. ISSN: 2302-8912.

Panjaitan, Januar Effendi. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah pada JNE Cabang Bandung. 2016. DeReMa Jurnal Manajemen Vol. 11, No. 2, September 2016.

Sari, Muti Yunita. Analisis Pengaruh Banking Service Quality Dimensions (BSQ) Terhadap Kepuasan Nasabah Serta Dampaknya Terhadap Loyalitas Nasabah Studi pada PT Bank Rakyat Indonesia (Persero) Tbk. di Kota Semarang. 2013. Dokumen Karya Ilmiah Udinus.

Simamora, Bilson. 2004. Riset Pemasaran. Jakarta: PT Gramedia Pustaka Utama

Sondakh, Conny. 2014. Kualitas Layanan, Citra Merek dan Pengaruhnya Terhadap Kepuasan Nasabah dan Loyalitas Nasabah Tabungan (Studi pada Nasabah Taplus BNI Cabang Manado). Jurnal Bisnis Riset dan Manajemen. Vol. 3. No. 1.

Sugiyono. 2016. Metode Penelitian Kuantitatif, Kualitatif dan R & D. Bandung: Penerbit Alfabeta.

Sumardiningsih, Sri, Wawan Sundawan Lies Endarwati, Arif Wibowo dan Yulia Ayriza. 2012. Pengaruh Dimensi Banking Service Quality (BSQ) Terhadap Kepuasan Nasabah Bank. Jurnal Economia. Vol. 8. No. 2.

Tjiptono, Fandy. 2007. Pemasaran Jasa. Malang: Bayumedia Publishing

Tombokan, Lotje Kawet dan Yantje Uhing. 2015. Pengaruh Kualitas Pelayanan, Citra Merek Terhadap Kepuasan Konsumen Pengguna Taplus BNI Kantor Cabang Utama Manado. Jurnal EMBA. Vol. 3. No. 3. ISSN: 2303-11.

Wahab, Wirdayani. 2017. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Industri Perbankan Syariah Di Kota Pekanbaru. Jurnal Kajian Ekonomi Islam. Vol. 2 No. 1.

Widjoyo, Iksan Ongko, Leonid Junivan Rumambi dan Yohanes Sondang Kunto. 2013. Analisa Pengaruh Kualitas Layanan Terhadap Kepuasan Leonid Konsumen pada Layanan Drive Thru Mc. Donald”™s Basuki Rahmat di Surabaya. Jurnal Manajemen Pemasaran. Vol. 1. No. 1.

Wiyono, Gendro. 2011. 3 in One Merancang Penelitian Bisnis dengan Alat Analisis SPSS 17.0 & SmartPls 2.0. Yogyakarta : UPP STIM YKPN.

www.bri.co.id. Diakses pada tanggal 19 Januari 2019.

www.topbrand-awards.com

Yulianti, Fadma. 2013. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan pada Bank Panin Tbk. KCP A. Yani Banjarmasin. Jurnal Spread. Vol. 3. No. 2.

Downloads

Published

2020-12-02

Issue

Vol. 8 No. 2 (2020): JULI 2020

Section

Articles

License

KEUNIS  is licensed under a  Creative Commons Attribution-ShareAlike 4.0 International License.

 Authors who publish with this journal agree to the following terms:

    1. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a  Creative Commons Attribution-ShareAlike 4.0 International License  that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
    2. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
    3. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See  The Effect of Open Access).