Penerapan Service Quality Dalam Upaya Menjaga Citra Bank Terhadap Loyalitas Nasabah Di Bank Sumut Syariah Kcp Binjai
DOI:
https://doi.org/10.54066/jrime-itb.v2i2.1429Keywords:
Service Quality, Bank Image and LoyaltyAbstract
Service quality, known as service quality, is an important factor in the banking business as an effort to increase customer satisfaction. The higher the perceived level of service quality, the greater the increase in consumer satisfaction. This research aims to explain the implementation of service quality implemented by Bank Sumut Syariah Kcp Binjai in an effort to maintain its image to customers. This research method uses literature study by collecting and reviewing sources related to the title such as journals, books and others. A bank's image can be good in the eyes of the public if the services provided by the bank can satisfy its customers
References
Adikaram, C. N. K., & Khatabi, A. (2016). The Relationship between Customer Relationship Management and Customer Satisfaction : A Study on Private Higher Education Institutions in Sri Lanka. 5(2), 69–95
Al-dmour, H., & Hayat, H. K. (2019). The Role of Customer Satisfaction on Enhancing the Relationship between Customer Relationship Management and Customer Loyalty : An Empirical Study on Private Kuwaiti Fitness Gyms. International Business and Management, 2(3), 1–15
Akbar, M.M., and Parvez, N. (2009). Impact of Services Quality, Trust, and Customer Satisfaction on Customer Loyalty, ABAC Journal, Vol. 29, No. 1, pp. 24-38.
Ali, H. (2012). Membangun Citra Perbankan Melalui IT & CRM Untuk Meningkatkan Loyalitas Nasabah. Yogyakarta: Hasta Cipta Mandiri.
Balaji, M. S. (2015). Investing in customer loyalty : The moderating role of relational chara cteristics.
Balmer, J. (1995). Corporate Branding and Connoisseurship. Journal of General Management, 21(1), 24-46.
Balmer, J. (1995). Corporate Branding and Connoisseurship. Journal of General Management, 21(1), 24-46. Balmer, J., & Stotvig, S. (1997). Corporate identity and private banking: a review and case study. International Journal of Bank Marketing, 15(5), 169-184.
Buttle, F. (2007) Customer Relationship Management (Manajemen Hubungan Pelanggan). Jakarta: Bayumedia Publishing
Cornelissen, J. (2000). Corporate image: an audience centred model. Corporate Communications: An International Journal, 5(2), 119-125.
Evans, J.R., and Lanskin. (2006). The Relationship Marketing Process A Conceptualization and Aplication. Industrial Markeitng Management.
Gronroos, C. (2001). The Perceived Service Quality Concept – a mistake?. Journal of Managing Service Quality, Volume 11, No. 3, pp. 150-152, MCB University Press, London.
Iriandini, A.P., Yulianto, E., dan Mawardi, M.K. (2015). Pengaruh Customer Relationship Management (Crm) Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan (Survey pada Pelanggan PT. Gemilang Libra Logistics, Kota Surabaya). Jurnal Administrasi Bisnis (JAB)|Vol. 23 No. 2
Fandy Tjiptono (pengarang); Gregorius Chandra (pengarang). (2016; ©2016). Service, quality dan satisfaction 4 / Fandy Tjiptono, Ph.D., Gregorius Chandra. Yogyakarta :: Penerbit ANDI,.
Moore, F. (2005). Humas (membangun citra dengan komunikasi). Bandung: PT Remaja Rosda Karya.
Ndubisi, N.O. (2007). Relatiosnhip Marketing and Customer Loyalty. Marketing Intelligence & Planning Vol. 25 No. 1, Emerald Group Publishing Limited.
Nurjanah, R dan Mulazid, A.S. (2018). Pengaruh Kualitas Pelayanan dan Corporate Social Responsibility terhadap Citra Perusahaan. Jurnal Muqtasid, 9(1).
Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry. (1990). Delivering Quality Service : Balancing Customer Perceptions and Expectations. New York : THE TREE PRESS
Schiffman, L.G., & Kanuk, L.L. (2010). Consumer Behaviour (10th ed). New Jersey, Pearson Prentice Hall.
Setyaleksana, B.Y., Suharyono., dan Yulianto, E. (2017). Pengaruh Customer Relationship Management (Crm) Terhadap Kepuasan Dan Loyalitas Pelanggan (Survei pada Pelanggan GraPARI Telkomsel di Kota Malang). Jurnal Administrasi Bisnis (JAB), Vol. 46 No.1.
Simamora, E.S. (2007). Analisis Faktor-Faktor Yang membangun Kepuasan Nasabah Untuk Meningkatkan Loyalitas Pelanggan. (Studi Empiris Nasabah PT. Bank Tabungan Negara Cabang Semarang). Tesis Universitas Diponegoro Semarang.
Sicillia, M. (2019). Pengaruh Produk, Kualitas Pelayanan Terhadap Citra Perusahaan Yang Berdampak Terhadap Kepuasan Nasabah Pada Pt Bank Ocbc Nisp, Tbk Cabang Green Garden. Jurnal Pemasaran Kompetitif, Vol. 2, No. 2.
Supranto. J. ( 2011). Pengukuran Tingkat Kepuasan Pelanggan Untuk Menaikkan Pangsa Pasar. Jakarta: Rineka Cipta.
Suryaatmaja, A.N., Suprapti, N.W.S., dan Yasa, N.N.K. (2016). Pengaruh Kualitas Pelayanan Dan Citra terhadap Kepuasan dan Word Of Mouth nasabah. E-Jurnal Ekonomi dan Bisnis Universitas Udayana 5(7)
Tjiptono, F. (2011). Perspektif Manajemen dan Pemasaran Kontemporer. Yogyakarta: Andi.
