ANALISIS PENGARUH INOVASI PRODUK, INOVASI LAYANAN DAN KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH

RM Yordan Antanegoro, Fauzi Sanusi, Djasuro Surya

Abstract


This study aims to determine the influence of product innovation, service innovation and service quality to satisfaction and loyalty KKB BCA customer in Cilegon Branch. Using the explanatory survey, data were collected through questionnaires distributed to 135 respondents. Data were analyzed using descriptive statistical analysis and Structural Equation Model (SEM) testing through SmartPLS program version 2.0.3. From the data obtained, the result (1) Product innovation has a significant positive effect on customer satisfaction with value 31.6%; (2) Service innovation has a significant positive effect on customer satisfaction with value 54.7%; (3) The service quality has a significant positive effect on customer satisfaction with value 20.5%; (4) Product innovation has a significant positive effect on customer loyalty with value 78,1%; (5) Service quality does not affect customer loyalty with value 3,9%; (6) Customer satisfaction has a significant positive effect on customer loyalty with value 18,8%.

Full Text:

PDF

References


Bharadwaj, Sundar G, P.R. Varadarajan, & Fahly, Jihn. 1993. “Sustainable Competitive Advantage in Service Industries: A Conceptual Model and Research Propositions“. Journal of Marketing. Vol.57, Oktober, p.83-99

Boohene, Rosemond., Agyapong, Gloria K.Q. 2011. Analysis of the Antecedents of Customer Loyalty of Telecommunication Industry in Ghana: The Case of Vodafone (Ghana). Canadian Center of Science and Education, Vol. 4, No. 1, pp. 229-240.

Drucker, P.F. 2014. Innovation and Entrepreneurship Practice and Principles.

Ferdinand, Augusty. 2014. Metode Penelitian Manajemen: Pedoman Penelitian untuk Skripsi, Tesis dan Disertasi Ilmu Manajemen. Semarang: Badan Penerbit Universitas Diponegoro.

Ghozali, Imam. 2014. Aplikasi Analisis Multivariate dengan Proram SPSS, Cetakan Pertama. Semarang : Badan Penerbit Universitas Dipenogoro.

Khilmi, Mohamad. 2013. “Pengaruh Kualitas Pelayanan, Inovasi Dan Citra Perusahaan Terhadap Kepuasan Dan Loyalitas Pelanggan Lion Air Di Surabaya”. Sumber : http://eprints.perbanas.ac.id/

Kotler, Philip and Kevin Keller Lane. 2013. Manajemen Pemasaran Jilid 2. Jakarta : Erlangga.

Kuswandi. 2015. Cara Mengukur Kepuasan Karyawan. Jakarta: Gramedia.

Laemonta, Jordyanto Hermanus & Metta Padmalia. 2016. “Pengaruh Inovasi dan Kualitas Layanan terhadap Loyalitas Pelanggan Terang Bulan – Martabak 93”. Jurnal Entrepreneur dan Entrepreneurship, Volume 5, Nomor 2, September 2016

Nelly, A., 2001. New Product Quality And Product Development Teams. Journal of Marketing, 64:111-123.

Parasuraman, A. Zeithalin, VA & Berry, L.L. 1999. A Conceptual Model Service Quality And It’s Implication For Future Reseach. Journal Of Marketing, 42,Fall, 41-50

Sinurat, Elinawati Susi Mentari; Bode Lumanauw dan Ferdy Roring. 2017. “Pengaruh Inovasi Produk, Harga, Citra Merek Dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Mobil Suzuki Ertiga”. Jurnal EMBA Vol.5 No.2 Juni 2017, Hal. 2230-2239, ISSN : 2303-1174.

Sugiyono. 2013. Metode Penelitian Kuantitatif dan Kualitatif dan R&D. Bandung: Alfabeta.

Tjiptono, Fandy. 2015. Strategi Pemasaran Jasa. Yogyakarta : Andi

Wendha, A.A Ayu Atika Paramitha. 2013. “Pengaruh Kualitas Layanan Terhadap Kepuasan Dan Loyalitas Pelanggan Garuda Indonesia Di Denpasar”. Jurnal Manajemen Stategi Bisnis dan Kwirausahaan Vol 7 No. 1 Februari 2013




DOI: http://dx.doi.org/10.48181/jrbmt.v1i2.3152

Refbacks

  • There are currently no refbacks.


Copyright (c) 2017 Jurnal Riset Bisnis dan Manajemen Tirtayasa

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

........................................................................................................................

Jurnal Riset Bisnis dan Manajemen Tirtayasa (JRBMT)
ISSN (Online) : 2599-0837 
Accredited by DGHE Ministry of Education and Cultural Rep. of Indonesia: SINTA 5