Pengaruh Relationship Marketing Terhadap Kepuasan Nasabah Dan Loyalitas Nasabah Bank Rakyat Indonesia Di Sulawesi Tenggara

Abstract

This research is intended to test the effect of relationship marketing upon customer satisfaction and customer loyalty of the BankKonsep loyalitas akhir-akhir ini mendapat banyak perhatian baik dari kalangan pelaku bisnis maupun kalangan akademisi. Pergeseran konsep pemasaran dari transaction

Effects of Service Quality, Customer Trust and Customer Religious Commitment on Customers Satisfaction and Loyalty of Islamic Banks in East Java

“…The better the service quality provided by the bank the more loyal the customer to the bank will be. This is in line with studies of Cronin dan Taylor (1992), Zeithaml and Bitner (1996), Bloemer, et.al (1998), Lassar et al(2000), Natalisa (2000), Holm (2000), Bei dan Chian (2001), Astuti (2001), Kadir (2001), Fullerton dan Taylor (2002), Caruana (2002), Said (2004) that concluded that service quality has significant direct and indirect effects on customer loyalty mediated by customer satisfaction.…”

Analysis of Medical and Paramedic Services’ Effect on Treatment Awareness Through Satisfaction of Tuberculosis Patients in Kendari, Indonesia

“…The service quality concept of Bromeer, Ruyter, and Peters (in Zaid, 2004) suggests that the quality of services offered by a company will affect the level of customer loyalty that leads to the level of satisfaction. Many studies adapted findings obtained by Parasuraman et al and they always connect the service quality to customer satisfaction.…”

“…Examine and analyze the effect of service quality of paramedics to satisfaction of TB patients 3. Examine and analyze the effect of satisfaction to treatment awareness of TB patients LITERATURE REVIEW According to Zeithaml in Zaid (2004), service quality is defined as the degree of difference between consumer expectations and consumer perceptions. Consumer expectations of a service offered are influenced by would of mouth communication, i.e.…”

“…companies must contact customers who have stopped buying, or those who have switched to a competitor, to learn why this is happening. Tsiros and Mittal in Zaid (2004) used two measures of consumer satisfaction, namely (1) pleased with product performance and (2) satisfaction with product performance. Then, Jamal and Nasser in Zaid (2004) gave three items of measurement, namely (1) completely satisfied by product performance, (2) conformity of product performance with expectations based on information, and (3) amazing product performance.…”

“…Tsiros and Mittal in Zaid (2004) used two measures of consumer satisfaction, namely (1) pleased with product performance and (2) satisfaction with product performance. Then, Jamal and Nasser in Zaid (2004) gave three items of measurement, namely (1) completely satisfied by product performance, (2) conformity of product performance with expectations based on information, and (3) amazing product performance. In addition, Zaid (2000) also provides different measurements on customer satisfaction, namely (1) suitability; and (2) conformity with expectations.…”