KERAMAHAN, KREDIBILITAS, CITRA KARYAWAN, KEPUASAN NASABAH DAN KEDEKATAN KARYAWAN DENGAN NASABAH, PENGARUHNYA TERHADAP LOYALITAS NASABAH PADA BANK BUMN DI SURABAYA

Authors

  • Dwi Setya Raharjo STIE Perbanas Surabaya

DOI:

https://doi.org/10.14414/jbb.v2i2.171

Keywords:

employee’s benevolence, employee’s credibility, Employee’s Image, Customer's Satisfaction, Customer’s Intimacy, Customer Loyalty

Abstract

It has been noted that any bank is always related to manage its customers with care. By doing so, the bank can get along with the high competition anywhere. Therefore, to be able to win in this competition, the bank requires existing. To do so, the bank must have a competitive advantage and be market oriented. It is not just for private banks, state-owned banks have to be so. Customer’s intimacy is a way of engaging with customers. Customer’s intimacy also encourages banks to create products on the market oriented. These studies tested the influence of elmployee’s benevolence, employee’s credibility, employee’s image, customer’s satisfaction and Customer Intimacy to Customer Loyalty. The study uses 125 respondents and these are analyzed by using SEM (Structural Equation Modeling) with Amos 18.0 program. Resutts of the study indicate a significant positive effect between variables employee’s image with customer’s intimacy, customer’s satisfaction with customer’s intimacy and customer intimacy with customers loyalty. On the other hand, there are two variables that have a positive effect is not significant that the employee’s benevolence with customer intimacy and employee’s cretlibility with customer intimacy.

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Published

2012-11-04

How to Cite

Setya Raharjo, D. (2012). KERAMAHAN, KREDIBILITAS, CITRA KARYAWAN, KEPUASAN NASABAH DAN KEDEKATAN KARYAWAN DENGAN NASABAH, PENGARUHNYA TERHADAP LOYALITAS NASABAH PADA BANK BUMN DI SURABAYA. Journal of Business &Amp; Banking, 2(2), 155–170. https://doi.org/10.14414/jbb.v2i2.171