Kepuasan Nasabah Ditinjau Dari Kualitas Pelayanan Inti Dan Kualitas Pelayanan Periferal

Authors

Alan Rusdiana Universitas Majalengka
Pipih Sopiyan Universitas Majalengka
Masduki Masduki Fakultas Ekonomika dan Bisnis, Universitas Majalengka

DOI:

https://doi.org/10.32670/coopetition.v14i3.3719

Keywords:

Core Service Quality, Customer Satisfaction, Peripheral Service Quality

Abstract

Today's intense competition among banks encourages each bank to pay attention to customer needs, wants, and demands, which can be used as a marketing strategy to increase customer satisfaction. This research aims to examine the influence of core service quality and peripheral service quality on customer satisfaction. The population in this research is all 1,082 Bank BNI Persero Cikijing customers. The sample in this research was 100 customers taken using the accidental sampling technique. The data analysis method used is multiple linear regression analysis using SPSS version 21 software. The results of this research show that core service quality and peripheral service quality have a positive effect on customer satisfaction. However, in this case, the quality of core services is the dominant factor in influencing customer satisfaction.

Downloads

Download data is not yet available.

References

Firmansyah, M., & Khasanah, I. (2016). Pengaruh Kualitas Pelayanan Inti dan Kualitas Pelayanan Periferal Melalui Kepuasan Konsumen Pada Minat Merefrensikan (Studi Pada Bus Trans Jakarta Koridor I)”. Jurnal Manajemen, 5(4), 1–11.

Fitriani, D., & Soedarmadi, S. (2019). Pengaruh Kualitas Pelayanan Inti Dan Kualitas Pelayanan Periferal Terhadap Word of Mouth Melalui Kepuasan Konsumen Sebagai Variabel Intervening (Studi Pada Bus Trans Semarang). Solusi, 17(3), 195–220. https://doi.org/10.26623/slsi.v17i3.1635

Ghozali, I. (2013). Aplikasi Analisis Multivariate dengan Program SPSS 21. Universitas Diponegoro. Semarang.

Kotler, P., & Armstrong, G. (2008). Manajemen Pemasaran Jasa. Jakarta: Salemba Empat.

Kotler, P., & Keller, K. L. (2016). Marketing Management, 15th Edition. Pearson Education,Inc.

McDougall, G., & Levesque, T. (2000). Customer Satisfaction with Services: Putting Perceived Value into the Equation. Journal of Services Marketing, 14, 392–410. https://doi.org/10.1108/08876040010340937

Puspitasari, F., & Santoso, S. B. (2013). Analisis Pengaruh Kualitas Layanan Inti dan Kualitas Layanan Peripheral Terhadap Kepuasan Nasabah. JURNAL STUDI MANAJEMEN Dan ORGANISASI, 10(2), 152–159.

Retansa, A. R. (2009). Analisis Pengaruh Tingkat Pelayanan, Kualitas Pelayanan, dan Kepuasan Terhadap Loyalitas Nasabah Pada Bank BNI ’46 Persero, Tbk. Universitas Diponegoro. Semarang.

Rokhim, A. (2014). The effect of perceived service quality on customer Satisfaction. Pranjana:The Journal of Management Awareness, 1–19.

Sugiyono. (2019). Metode Penelitian Manajemen. Bandung: Alfabeta.

Thio, S. (2001). Membangun Service Quality Untuk Mencapai Kepuasan Konsumen Di Industri Hospitality. Jurnal Manajemen Dan Kewirausahaan, 3(1), pp.61-71. http://puslit2.petra.ac.id/ejournal/index.php/man/article/view/15609

Tjiptono, F. (2012). Pemasaran jasa. Malang: Penerbit Bayu Media.

Triupayanto, A. P. (2012). Analisis Pengaruh Kualitas Pelayanan Inti Dan Kualitas Pelayanan Periferal Melalui Kepuasan Konsumen Pada Minat Mereferensikan Jasa Pengguna Jasa Lapangan Futsal. Universitas Diponegoro. Semarang.

Zeithaml, V., Berry, L., & Parasuraman, A. P. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 60, 31–46. https://doi.org/10.1177/002224299606000203

Downloads

Published

2023-10-31

How to Cite

Rusdiana, A., Sopiyan, P., & Masduki, M. (2023). Kepuasan Nasabah Ditinjau Dari Kualitas Pelayanan Inti Dan Kualitas Pelayanan Periferal. Coopetition : Jurnal Ilmiah Manajemen, 14(3), 497–510. https://doi.org/10.32670/coopetition.v14i3.3719