ANTECEDENTS DARI CUSTOMER RETENTION PADA NASABAH BANK BNI 46 TRISAKTI GROGOL HARMONI

Meikol Banned

Sari


The purpose of this study is more focused on customer retention. Determine the effect of customer retention is important for companies to future progress. for customer retention seems to result from tlte kind repeated decisions by  the  customer. In this  study the authors investigated the effects of locational convenience, One stop shopping convenience, Satisfaction, Trust, Commitment, Firm expertise, Firm  reputation on  customer  retention  in  PT Bank  Negara  Indonesia  (Persero) Tbk Trisakti University branch. Design data used in this study is the multiple regression using SPSS version 15.

Research methods used in this study is to collect data through questionnaires to 150 customers of PT BNI Trisakti Grogol in West Jakarta Branch consisting of Lecturers, Students, Employees, and the general public as a customer to seek feedback on the questionnaire design.

Results of research can be conclude that there was a significant  positive  effect  on commitment to the beta value of 0.281 and firm reputation with a beta value of 0.328. Implications - This research provides evidence  that  the  commitment  and  firm  reputation of the company should get serious attention  and  consideration  for management,  maintain and enhance the company’s commitment and reputation is important  so  that  customers remain loyal. Reputation and commitment directly affect how customers respond to failure.

 Keywords:  Locational convenience, One stop shopping  convenience,  Satisfaction, Trust, Commitment,Firm expertise, Firm reputation and Customer retention.


Teks Lengkap:

PDF

Referensi


De Wulf , K . , Odekerken-Schr o der , G . and lacobucci , D .( 2010 ) ‘ Investments in customer relationships: A crosscountry and cross-industry explorafion, Journal of Marketing , Vol. 65 , No. 3 , pp. 33 — 59 .

Ennew , C . T . and Binks , M . R . ( 2006 ) The impact of service quality and service characteristics on customer retention: Small businesses and banks in the UK’ , British Journal of Management, Vol. 7, No. 3 , pp. 219 — 230 .

Johnson , D . and Grayson , K . ( 2005 ) ‘Cognitive and affective trust in service relationships’ ,Journal of Business Research , Vol. 58 , No. 4, pp. 500 — 507.

Jones , M . A . , Mothersbaugh , D . L . and Beatty , S . E . ( 2013 ) ‘The effects of locational convenience on customer repurchase intentions across service types’ , Journal of Service Marketing , Vol. 17 , No. 7 , pp. 701 — 712 .

Liu,Wei Wu, (2011) “Beyond satisfaction (The relative importance of locational convenience,interpersonal relationships, and commitment across service types.

Lee , J. and Marlowe , J. ( 2013 ) ‘ How consumers choose a financial institution: Decision-making criteria and heuristics , International Journal of Bank Marketing , Vol. 21 , No. 2/3 , pp. 53 — 71 .

Lam , R . and Burton , S . ( 2015 ) Bank selection and share of wallet among SMEs: Apparent differences between Hong Kong and Australia ’, Journal of Financial Services Marketing , Vol. 9 , No. 3 , pp. 204 — 213 .

Nguyen , N and LeBlanc , G . ( 2010 ) ‘ Corporate image and corporate reputation in customers retention decisions in services ’ , Journal of Retailing and Consumer Services , Vol. 8 , pp. 227 — 236 .

Coulter , K . S . and Coulter , R . A . ( 2013 ) The effects of industry knowledge on the development of trust in service relationships , International Journal of Research in Marketing , Vol. 20 , No. 1 , pp. S1 — 43 .

Ngobo , P . V . ( 2014 ) ‘ Drivers of customers ’ cross-buying intentions ’

Ranaweera , C. and Prabhu, J . ( 2013 ) The infi uence of satisfaction and trust and switching barriers on customer retention in a continuous purchasing setting International Journal of Service Industry Measurement , Vol. 14 , No. pp. — 395 .

Seiders , K. , Berry , L . L . and Gresham , L . G . ( 2010 ) ‘ Attention, retailers! How convenient is your convenience strategy? ’ Sloan Management Review Vol. 41 , No. 3 , pp. 79 — 89 .

Selnes , F . ( 1998 ) ‘Antecedents and consequences of trust and satisfaction in buying.




DOI: https://doi.org/10.35968/m-pu.v13i1.1026

Refbacks

  • Saat ini tidak ada refbacks.


Indexed by: