Pengaruh Servicescape dan Kualitas Komunikasi terhadap Loyalitas nasabah melalui Kepuasan nasabah sebagai variabel intervening (studi pada nasabah Bank Tabungan Pensiunan Nasional Kantor Cabang Yogyakarta)
DOI:
https://doi.org/10.37112/bisman.v3i2.792Keywords:
Servicescape, Communication Quality, Customer Satisfaction, and Customer LoyaltyAbstract
The purpose of this study was to examine direct and indirect effects of an integrated model of servicescape and communication quality upon customer loyalty, and considered customer satisfaction as intervening variable. This study used a causal design. The main data used in this study are primary data collected through the circulation of questionnaires to the respondents BTPN bank customers in Yogyakarta. The sampling technique using purposive sampling method to determine the sample based on the consideration of researchers. Data Analysis used Partial Least Square (PLS) yaitu SEM berbasis variance, dengan software SmartPLS. Based on the analysis it can be concluded that: the result of study supports the influence of servicescape to customer satisfaction, supports the influence of servicescape to customer loyalty, supports the influence of communication quality to customer satisfaction, supports the influence of communication quality to customer loyalty, supports the influence of customer satisfaction to customer loyalty, supports the influence of servicescape to customer loyalty through customer satisfaction, supports the influence of communication quality to customer loyalty through customer satisfaction.
References
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Abtin, A. and Pouramiri, M. (2016) ‘The impact of relationship marketing on customer loyalty enhancement ( Case study?: Kerman Iran insurance company )’, 3, pp. 41–49.
Aka, D. O., Kehinde, O. J. and Ogunnaike, O. O. (2016) ‘Relationship Marketing and Customer Satisfaction: A Conceptual Perspective’, Binus Business Review, 7(2), p. 185. doi: 10.21512/bbr.v7i2.1502.
Azza, T. B., Dahmane, B. and Norchene, M. (2017) ‘Social and Physical Aspects of the Service Encounter?: Effects on Trust and Customer Loyalty to the Service Provider’, 5(1), pp. 1–10. doi: 10.13189/aeb.2017.050101.
Brown, B. R. (2018) ‘The Dimensions of Pet-Owner Loyalty and the Relationship with Communication , Trust , Commitment and Perceived Value’, (September). doi: 10.3390/vetsci5040095.
Chung, Ki-Han dan Ji-Eun Yu, Myeong-Guk Choi, Jae-Ik Shin. 2015. The Effects of CRS on Customer Satifaction and Loyalty in China: The Moderating Role of Corporate Image, Journal of Economics, Business and Management, Vol. 3, No. 5, p542-547.
Fandy Tjiptono dan Gregorius chandra. 2016. Service, Quality & satisfaction. Yogyakarta. Andi.
Febrian (2016) ‘Pengaruh Servicescape Dan Kualitas Pelayanan Customer Service Terhadap Kepuasan Nasabah Pada Pt. Bank Bni (Persero, Tbk) Cabang Manado’, Jurnal Berkala Ilmiah Efisiensi, 16(4), pp. 203–215.
Hakim, A. and Asy, A. (2017) ‘The Effect Relationship Marketing Dimension on Customer Loyalty of Muslim Entrepreneurs’, 19(8), pp. 1–13. doi: 10.9790/487X-1908010113.
Istiqomah, A. (2017) ‘Pengaruh Dimensi Relationship Marketing Terhadap Kepuasan Dan Loyalitas Nasabah’, Jurnal Ekonomi Bisnis, 18(1), pp. 28–39.
Jumaev, M., M., P. D. D. K. and Hanaysha, J. R. M. (2017) ‘Impact Of Relationship Marketing On Customer Loyalty In The Banking Sector’, Far East Journal of Psychology and Business, 6 No 3 Pap(Hirschman 1970), pp. 36–55. Available at: http://ideas.repec.org/a/fej/articl/v6cy2012i4p36-55.html.
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Putri, E. N. (2018) ‘Loyalitas Pelanggan ( Survei pada Pelanggan Toko Oen Malang )’, Jurnal Administrasi Bisnis, 62(1), pp. 63–72.
Qasem, A. (2019) ‘The Impact of Service Quality and Communication in Developing Customer Loyalty?: The Mediating Effect of Customer Satisfaction’, 25(4), pp. 137–173.
Rahimi Koloor, H. (2015) ‘Developing a communication model between banking services quality via mediating variables of quality of relationship with customers and satisfaction with customer loyalty: A case study of Tejarat Bank’, International Journal of Organizational Leadership, 4(1), pp. 86–99. doi: 10.33844/ijol.2015.60442.
Rai, A. K. (2020) ‘Investigating the influence of servicescape on customer loyalty at a fine - dining restaurants in Jaipur’, (2019), pp. 1–9.
Ruswanti, E. and Lestari, W. P. (2016) ‘The Effect of Relationship Marketing towards Customers’ Loyalty Mediated by Relationship Quality (Case Study in Priority Bank in Niaga)’, DeReMa (Development Research of Management): Jurnal Manajemen, 11(2), p. 191. doi: 10.19166/derema.v11i2.230.
Sadiartha, A. A. N. G. (2018) ‘Research in Business and Social Science Organizational Culture , Communication Leadership Style on Job Satisfaction and’, 7(4), pp. 1–9.
Sharma, P. and Lampley, J. (2015) ‘Organizational Communication?: Perceptions of Staff Members ’ Level of Communication Satisfaction and Job Satisfaction’.
Situmorang, S. H. (2018) ‘Influence Of Servicescape, Customer Satisfaction, WOM, and Social Media to Consumer Loyalty (study case bali beach)’, 46(Ebic 2017), pp. 403–408. doi: 10.2991/ebic-17.2018.62.
Situmorang, W. R. and Rini, E. S. (2020) ‘The Effect of Social Media , Servicescape and Customer Experience on Revisit Intention with The Visitor Satisfaction as an Intervening Variables in The Tree House on Tourism Habitat Pamah Semelir Langkat Regency’, 7(February), pp. 79–84.
Sulartiningrum, S. et al. (2016) ‘The Analysis of Servicescape and Customer Loyalty in Bale Raos Ethnic Restaurant in Yogyakarta’, 18(7), pp. 19–24. doi: 10.9790/487X-1807031924.
Syaifullah (2018) ‘Pengaruh Kepercayaan Dan Komunikasi Terhadap Loyalitas Pelanggan Pada Pt Spectrum Lintas Service Di Kota Batam’, Jurnal Ilmiah Manajemen Universitas Putera Batam, 6(1), p. 231201.
Turker, N. (2019) ‘Measuring the Effect of Restaurant Servicescapes on Customer Loyalty’, 6(November 2019), pp. 255–270.
Ula, R. and Fauzi, A. (2019) ‘the Role of Free Wireless Fidelity ( Wi-Fi ) Service , Food Quality , and Servicescape Toward Customer Satisfaction’, Asian Journal of Social Science Research, 2(2).
Yuliyasti, R., Masdupi, E. and Abror, A. (2018) ‘The Relationship between Brand Experience, Customer Satisfaction and Customer Loyalty: Brand Trust as The Intervening Variable’, 57(Piceeba), pp. 366–374. doi: 10.2991/piceeba-18.2018.68.
Zeithaml, V.A., M.J. Bitner, D.D. Gremler. 2013. Services Marketing: Integrating Customer Focus Across the Firm 6th ed. Mc. Grwa-Hill. Boston.
Abtin, A. and Pouramiri, M. (2016) ‘The impact of relationship marketing on customer loyalty enhancement ( Case study?: Kerman Iran insurance company )’, 3, pp. 41–49.
Aka, D. O., Kehinde, O. J. and Ogunnaike, O. O. (2016) ‘Relationship Marketing and Customer Satisfaction: A Conceptual Perspective’, Binus Business Review, 7(2), p. 185. doi: 10.21512/bbr.v7i2.1502.
Azza, T. B., Dahmane, B. and Norchene, M. (2017) ‘Social and Physical Aspects of the Service Encounter?: Effects on Trust and Customer Loyalty to the Service Provider’, 5(1), pp. 1–10. doi: 10.13189/aeb.2017.050101.
Brown, B. R. (2018) ‘The Dimensions of Pet-Owner Loyalty and the Relationship with Communication , Trust , Commitment and Perceived Value’, (September). doi: 10.3390/vetsci5040095.
Chung, Ki-Han dan Ji-Eun Yu, Myeong-Guk Choi, Jae-Ik Shin. 2015. The Effects of CRS on Customer Satifaction and Loyalty in China: The Moderating Role of Corporate Image, Journal of Economics, Business and Management, Vol. 3, No. 5, p542-547.
Fandy Tjiptono dan Gregorius chandra. 2016. Service, Quality & satisfaction. Yogyakarta. Andi.
Febrian (2016) ‘Pengaruh Servicescape Dan Kualitas Pelayanan Customer Service Terhadap Kepuasan Nasabah Pada Pt. Bank Bni (Persero, Tbk) Cabang Manado’, Jurnal Berkala Ilmiah Efisiensi, 16(4), pp. 203–215.
Hakim, A. and Asy, A. (2017) ‘The Effect Relationship Marketing Dimension on Customer Loyalty of Muslim Entrepreneurs’, 19(8), pp. 1–13. doi: 10.9790/487X-1908010113.
Istiqomah, A. (2017) ‘Pengaruh Dimensi Relationship Marketing Terhadap Kepuasan Dan Loyalitas Nasabah’, Jurnal Ekonomi Bisnis, 18(1), pp. 28–39.
Jumaev, M., M., P. D. D. K. and Hanaysha, J. R. M. (2017) ‘Impact Of Relationship Marketing On Customer Loyalty In The Banking Sector’, Far East Journal of Psychology and Business, 6 No 3 Pap(Hirschman 1970), pp. 36–55. Available at: http://ideas.repec.org/a/fej/articl/v6cy2012i4p36-55.html.
KAMAU, B. N. (2017) ‘INFLUENCE OF SERVICESCAPE ON CUSTOMER SATISFACTION IN RESTAURANTS WITHIN CLASSIFIED HOTELS IN NAIROBI COUNTY , KENYA’, (July).
Kartika, C., Adam, alif dio and Trisna, E. (2019) ‘Pengaruh Servicescape, Kualitas Komunikasi Pelayanan dan Kepercayaan Nasabah terhadap Kepuasan dan Dampaknya pada Relationship Intention Nasabah Bank Syariah di Surabaya’, e-Journal Unitomo, 3(1), pp. 43–60.
Kim, M. et al. (2017) ‘From servicescape to loyalty in the medical tourism industry: A medical clinic’s service perspective’, Inquiry (United States), 54. doi: 10.1177/0046958017746546.
Marso, Idris, R. and Widyarini, L. A. (2020) ‘Influence of the Upscale Café Servicescape on Satisfaction and Loyalty Intention’, 115(Insyma), pp. 312–315. doi: 10.2991/aebmr.k.200127.064.
Massey, J. E. and Raduzzi, A. (2018) ‘Customer Satisfaction & Brand Loyalty in the Fast’, (July), pp. 34–40.
Munandar, T. (2018) ‘Analisis Pengaruh Relationship Marketing terhadap Loyalitas Nasabah dengan Kepuasan Nasabah sebagai Variabel Intervening di BNI Syariah Kantor Cabang Yogyakarta’.
Putra, R. and Ardiani, W. (2018) ‘Effect of Communication Process on Customer Satisfaction in Improving Customer’s Retention’, Academic Journal of Economic Studies, 4(3), pp. 87–95.
PUTRI, A. R. (2018) ‘ANALISIS PENGARUH LINGKUNGAN FISIK, KUALITAS PELAYANAN, DAN PERSEPSI HARGA TERHADAP LOYALITAS KONSUMEN DENGAN KEPUASAN KONSUMEN SEBAGAI VARIABEL INTERVENING (Studi Empiris di Angkringan Modern Playground Solo)’.
Putri, E. N. (2018) ‘Loyalitas Pelanggan ( Survei pada Pelanggan Toko Oen Malang )’, Jurnal Administrasi Bisnis, 62(1), pp. 63–72.
Qasem, A. (2019) ‘The Impact of Service Quality and Communication in Developing Customer Loyalty?: The Mediating Effect of Customer Satisfaction’, 25(4), pp. 137–173.
Rahimi Koloor, H. (2015) ‘Developing a communication model between banking services quality via mediating variables of quality of relationship with customers and satisfaction with customer loyalty: A case study of Tejarat Bank’, International Journal of Organizational Leadership, 4(1), pp. 86–99. doi: 10.33844/ijol.2015.60442.
Rai, A. K. (2020) ‘Investigating the influence of servicescape on customer loyalty at a fine - dining restaurants in Jaipur’, (2019), pp. 1–9.
Ruswanti, E. and Lestari, W. P. (2016) ‘The Effect of Relationship Marketing towards Customers’ Loyalty Mediated by Relationship Quality (Case Study in Priority Bank in Niaga)’, DeReMa (Development Research of Management): Jurnal Manajemen, 11(2), p. 191. doi: 10.19166/derema.v11i2.230.
Sadiartha, A. A. N. G. (2018) ‘Research in Business and Social Science Organizational Culture , Communication Leadership Style on Job Satisfaction and’, 7(4), pp. 1–9.
Sharma, P. and Lampley, J. (2015) ‘Organizational Communication?: Perceptions of Staff Members ’ Level of Communication Satisfaction and Job Satisfaction’.
Situmorang, S. H. (2018) ‘Influence Of Servicescape, Customer Satisfaction, WOM, and Social Media to Consumer Loyalty (study case bali beach)’, 46(Ebic 2017), pp. 403–408. doi: 10.2991/ebic-17.2018.62.
Situmorang, W. R. and Rini, E. S. (2020) ‘The Effect of Social Media , Servicescape and Customer Experience on Revisit Intention with The Visitor Satisfaction as an Intervening Variables in The Tree House on Tourism Habitat Pamah Semelir Langkat Regency’, 7(February), pp. 79–84.
Sulartiningrum, S. et al. (2016) ‘The Analysis of Servicescape and Customer Loyalty in Bale Raos Ethnic Restaurant in Yogyakarta’, 18(7), pp. 19–24. doi: 10.9790/487X-1807031924.
Syaifullah (2018) ‘Pengaruh Kepercayaan Dan Komunikasi Terhadap Loyalitas Pelanggan Pada Pt Spectrum Lintas Service Di Kota Batam’, Jurnal Ilmiah Manajemen Universitas Putera Batam, 6(1), p. 231201.
Turker, N. (2019) ‘Measuring the Effect of Restaurant Servicescapes on Customer Loyalty’, 6(November 2019), pp. 255–270.
Ula, R. and Fauzi, A. (2019) ‘the Role of Free Wireless Fidelity ( Wi-Fi ) Service , Food Quality , and Servicescape Toward Customer Satisfaction’, Asian Journal of Social Science Research, 2(2).
Yuliyasti, R., Masdupi, E. and Abror, A. (2018) ‘The Relationship between Brand Experience, Customer Satisfaction and Customer Loyalty: Brand Trust as The Intervening Variable’, 57(Piceeba), pp. 366–374. doi: 10.2991/piceeba-18.2018.68.
Zeithaml, V.A., M.J. Bitner, D.D. Gremler. 2013. Services Marketing: Integrating Customer Focus Across the Firm 6th ed. Mc. Grwa-Hill. Boston.
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