PENGARUH KINERJA PELAYANAN CUSTOMER SERVICE TERHADAP LOYALITAS PELANGGAN
DOI:
https://doi.org/10.22437/jdm.v6i4.16944Keywords:
believable, enthusiastic, responsive, customer loyaltyAbstract
This study aimed to determine the effect of customer service performance on customer loyalty in Astra Credit Companies Jambi. This study employs survey research using a questionnaire instrument. The samples taken in this study are a customer in Astra Credit Companies Jambi. The data analysis technique uses multiple regression to test the absolute value of the difference. This study shows that customer service performance (believable, enthusiastic, responsive, the best solution, professional) affects customer loyalty. The impact of customer service performance (credible, passionate, responsive, the best solution, professional) on customer loyalty has powerful coefficient determination. Based on this study, the advice that the authors can give is that the Astra Credit Companies are expected to increase the dimensions of reliability further because this dimension is the average lower than another dimension, namely by expanding the knowledge of customer service officers on work procedures concerning all customer needs who came to his desk and more able to interact with customers.
Downloads
References
Dahmiri, D. (2012). Pengaruh Kualitas Pelayanan Terhadap Citra Universitas Jambi Kampus Sarolangun. Jurnal Manajemen Terapan Dan Keuangan, 1(2).
Dharmayanti, D. (2006). Sebagai moderating variable terhadap loyalitas nasabah ( studi pada nasabah tabungan Bank Mandiri Cabang Surabaya). Jurnal Manajemen Pemasarn, 1, 35–43.
Finch, L. (2004). Customer service: How to deliver quality service to today's busy customer. AMACOM.
Finch, Lloyd. (2004). Menjadi customer service representative yang sukses. Jakarta: Victory Jaya Abadi.
Ghozali, Imam. (2011). Aplikasi analisis multivariate dengan program SPSS (4 Th ed), Semarang: UNDIP.
Kasmir. (2008). Bank dan lembaga keuangan lainnya. edisi revisi 2008. Jakarta: PT. Rajagrafindo Persada.
Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson Education.
Lupiyoadi dan Hamdani. (2006). Manajemen pemasaran jasa, Edisi Kedua. Jakarta: Salemba Empat.
Lupiyoadi, R., & Hamdani, A. (2006). Manajemen pemasaran jasa. Salemba Empat.
Mangkunegara, AA Prabu. (2008). Manajemen sumber daya manusia perusahaan. Bandung: Remaja Rosdakarya.
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.
Payne, A. (2006). Handbook of CRM: Achieving excellence in customer management. Butterworth-Heinemann.
Sugiyono. (2011). Metode peneltian kualitatif dan kuantitatif. Bandung:Alfabeta.
Tjiptono, F. (2015). Strategi pemasaran (4th ed.). Andi.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services marketing: Integrating customer focus across the firm (7th ed.). McGraw-Hill Education.
