Pengaruh Nilai Nasabah, Corporate Image, Dan Relationship Marketing Terhadap Kepuasan Nasabah Pada PT. BPD Jawa Timur (Bank Jatim) Kota Probolinggo
Keywords:
Customer Value, Corporate Image, Relationship Marketing & Customer Satisfaction
Abstract
Customer satisfaction is a feeling of pleasure or displeasure with a product or service from a company. This study aims to analyze the effect of customer value, corporate image, and relationship marketing on customer satisfaction partially and determine the strongest variable on customer satisfaction. This research method uses quantitative with an associative approach. The population of this study were all active customers of PT Bank Jatim Probolinggo City. A total of 112 active customers of PT Bank Jatim in Probolinggo City were taken as samples with purposive sampling. Data collection through questionnaires. Data analysis techniques through validity test, reliability test, classical assumption test, multiple regression analysis, coefficient of determination (R2) and hypothesis testing. The results showed that customer value has a significant effect on customer satisfaction, corporate image has a significant effect on customer satisfaction, and relationship marketing has a significant effect on customer satisfaction. The most powerful variable in this study is relationship marketing.
References
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Hair Jr, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2014). Multivariate Data Analysis (7th ed.). England: Pearson Education Limited.
Haque-Fawzi, M., Iskandar, A., Erlangga, H., Nurjaya, H., & Sunarsi, D. (2022). Strategi Pemasaran Konsep, Teori dan Implementasi (D. Putri (ed.)). Tanggerang Selatan: Pascal Books.
Hendrison, & Husda, N. (2020). Pengaruh Kualitas Pelayanan, Lokasi dan Citra Perusahaan Terhadap Kepuasan Nasabah Pada PT. Asuransi Reliance Indonesia. Jurnal Magisma, VIII(1), 34–42. https://doi.org/https://doi.org/10.35829/magisma.v8i1.130
Hidayati, W., Elmas, M. S. H., & Nafis, R. W. (2023). Pengaruh Harga, Pelayanan Prima dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Pada PT. Kereta Api INdonesia (Persero) DAOP IX. Journal Management, Accounting, and Digital Business, 1(3), 391–400. https://doi.org/https://doi.org/10.51747/jumad.v1i3.1398
Indrasari, M. (2019). Pemasaran & Kepuasan Pelanggan (Pertama). Surabaya: Unitomo Press.
Kaligis, O., Mananeke, L., & Lintong, D. (2021). Pengaruh Nilai Pelanggan, Room Atmosphere, Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Kasus Pada Bank BRI Kantor Cabang Manado Boulevard). Jurnal EMBA, 9(1), 1067–1075. https://doi.org/https://doi.org/10.35794/emba.v9i1.32687
Karimah, M., & Khotim, F. (2024). Pengaruh Relationship Marketing dan Kualitas Layanan Terhadap Kepuasan Nasabah BMT NU Cabang Jombang. Jurnal Education and Development, 12(2614–6061), 146–151. https://doi.org/https://doi.org/10.37081/ed.v12i2.5683
Priansa, D. (2017a). Komunikasi Pemasaran Terpadu (Pertama). CV Pustaka Setia.
Priansa, D. (2017b). Perilaku Konsumen Dalam Persaingan Bisnis Kontemporer (M. Firsada (ed.); Kesatu). Bandung: Alfabeta, cv.
Purnomo, H., Sardanto, R., & Muslih, B. (2020). Signifikasi Prediktor Kepuasan Konsumen Jasa Hotel (Pertama). Kediri: Adjie Media Nusantara.
Rahmansyah, A. I., Balqis, N. S., Rahajeng, Y., Elmas, M. S. H., & Masluha, S. (2022). The Effect of Non Perfoming Financing and Financing to Deposit Ratio On Return On Assets. Assets : Jurnal Ilmiah Ilmu Akuntansi, Keuangan Dan Pajak, 6(2), 100–107. https://doi.org/10.30741/assets.v6i2.849
Rahmansyah, A. I., Wardayati, S. M., & Miqdad, M. (2021). Audit Committee, Board, and Audit Report Lag. Wiga : Jurnal Penelitian Ilmu Ekonomi, 11(1), 19–30. https://doi.org/10.30741/wiga.v11i1.577
Ramadhani, A. P., Rachma, N., & Hufron, M. (2019). Pengaruh Nilai Nasabah Dan Kualitas Pelayanan Terhadap Kepuasan Nasabah. Jurnal Riset Manajemen, 08(13), 93–112. https://jim.unisma.ac.id/index.php/jrm/article/view/4289
Rifa’i, K. (2019). Membangun Loyalitas Pelanggan (Pertama). Yogyakarta: CV. Pustaka Ilmu.
Ritonga, W. (2020). Pelayanan Prima (Z. Abidin (ed.)). Surabaya: PT. Muara Karya.
Sulistiono, F. (2020). Pengaruh Kualitas Pelayanan dan Relationship Marketing terhadap Kepuasan Pelanggan Pada PT. PLN (Persero) Unit Layanan Pelanggan Cianjur Kota. Jurnal Penelitian STIE Pasim Sukabumi, 1(1), 1–20. https://journal.stiepasim.ac.id/index.php/JMM/article/view/76
Syafurudin, F., Bahri, M., & Hidayati, R. S. (2023). Pengaruh Kualitas Pelayanan dan Citra Perusahaan Terhadap Kepuasan Nasabah Pada PT. Pegadaian UPC Dringu Kabupaten Probolinggo. JUMAD, 1(4), 561–570. https://doi.org/https://doi.org/10.51747/jumad.v1i4.1430
Umar, N., Nur, M., & Jasman. (2020). Pengaruh Costumer Service dan Relationship Marketing Terhadap Kepuasan Nasabah Pada PT. Bank Rakyat Indonesia (Tbk) Cabang Sigli Kabupaten Pidie. JGCR+, 1(1), 356–370. https://journal.unigha.ac.id/index.php/SemNas/article/view/373
Yuliyana, W., Rengganis, C., & Suparwo, A. (2023). Pengaruh Corporate Image dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada PT. Pos Indonesia Kantor Cabang Cimahi. Jurnal Wira Ekonomi Mikroskil (JWEM), 13(2622–6421), 10–18. https://doi.org/https://doi.org/10.55601/jwem.v13i1.941
Zusrony, E. (2021). Perilaku Konsumen di Era Modern (R. A. Kusumajaya (ed.); pertama). Semarang: Yayan Prima Agus teknik.
Published
2025-01-08
How to Cite
Putri Pramana, Z., Elmas, M., & Priantono, S. (2025). Pengaruh Nilai Nasabah, Corporate Image, Dan Relationship Marketing Terhadap Kepuasan Nasabah Pada PT. BPD Jawa Timur (Bank Jatim) Kota Probolinggo. JUMAD : Journal Management, Accounting, & Digital Business, 2(4), 481-490. https://doi.org/10.51747/jumad.v2i4.2044
Section
Articles
