Pengaruh Relational Benefits Terhadap Kepuasan dan Loyalitas Nasabah

Abstract

English
 The purpose of this study was to determine the extent of the effect of relational benefitson satisfaction and loyalty on customers of the sharia Mandiri bank in Pasuruan City. The population of this study is the customers of the Mandiri Syari'ah bank.The sampling technique waspurposive sampling. The sample used was 100 customers of the Mandiri Syari'ah Bank. The analysis method used is path analysis. The results showed that the social benefits had a positive and significant effect on satisfaction. Social Benefits have a positive and significant effect on loyalty. Variable confidence benefits have a positive and significant effect on satisfaction. confidence benefits have a positive and significant effect on loyalty. The convenience benefits variable does not have significant effect on satisfaction. convenience benefits has a positive and significant effect on loyalty. Satisfaction variables have a positive and significant effect on loyalty.
 Keywords: Social Benefits, Cofidence Benefits, Convenience Benefits, SatisfAction and Loyalty
 Indonesia
 Tujuan penelitian ini adalah untuk mengetahui sejauh mana pengaruh relational benefits terhadap kepuasan dan loyalitas pada nasabah bank syari’ah Mandiri Kota Pasuruan. Populasi dari penelitian ini adalah nasabah Bank Syari’ah Mandiri Kota Pasuruan. Teknik pengambilan sampel dengan purposive sampling. Sampel yang digunakan adalah 100 nasabah bank syari’ah Mandiri Kota Pasuruan. Metode analisis yang digunakan adalah analisis jalur (Path Analysis). Hasil penelitian menunjukkan bahwa variabel social benefits berpengaruh positif dan signifikan terhadap kepuasan nasabah. Variabel social benefits berpengaruh positif dan signifikan terhadap loyalitas, variabel confidence benefits berpengaruh positif dan signifikan terhadap kepuasan nasabah, variabel confidence benefits berpengaruh positif dan signifikan terhadap Loyalitas nasabah, variabel convenience benefits tidak berpengaruh positif dan signifikan terhadap kepuasan nasabah. Variabel convenience benefits berpengaruh positif dan signifikan terhadap loyalitas. Variabel kepuasan berpengaruh positif dan signifikan terhadap Loyalitas nasabah.
 Keywords: Manfaat Sosial, Manfaat Kepercayaan, Manfaat Kenyamanan, Kepuasan dan Loyalitas.

Customer lifetime value: the effect of relational benefits, brand experiences, quality, satisfaction, trust and commitment in the fast-food restaurants

“…Also, the empirical evidence indicates that confidence benefits impact customer trust, and social benefits impact customer commitment. These results support other empirical studies (Dandis et al ., 2022c; Fatikhaturrohmah et al ., 2020; Fatima and Mascio, 2020; Wong et al ., 2019; Chou and Chen, 2018; Yang et al ., 2017; Dagger and Brien, 2010; Kim and Ok, 2009) that find significant connections between relationship marketing outcomes and the above variables.…”

“…Dandis et al (2022c) also observed that special treatment benefits had a significant positive impact on customer commitment and satisfaction. Moreover, Fatikhaturrohmah et al (2020) indicated that these benefits had a significant influence on the trust and satisfaction of customers. Kim and Ok (2009) also reported that benefits of this nature had a direct and indirect impact on affective commitment in the hospitality industry.…”

“…For example, Dandis et al (2022c) concluded that confidence benefits positively and significantly influenced customer commitment and satisfaction. Fatikhaturrohmah et al (2020) realised that confidence benefits significantly impacted trust and customer satisfaction. In the long run, the trust of customers is enhanced by confidence benefits (Chou and Chen, 2018).…”

“…In addition, Chou and Chen (2018) observed that social benefits impacted commitment, trust and gratitude in diverse service provider settings. Moreover, Fatikhaturrohmah et al (2020) realised that customer satisfaction and trust are impacted significantly by social benefits. Kim and Ok (2009) also ascertained that social benefits directly impacted affective commitment in the hospitality and tourism industry.…”