Eksplorasi Faktor-Faktor Yang Mempengaruhi Kepuasan Nasabah: Sebuah Kerangka Penelitian Terpadu Untuk Perbankan

Zainurrafiqi - Zainurrafiqi

doi:10.53712/jmm.v1i19.263

Eksplorasi Faktor-Faktor Yang Mempengaruhi Kepuasan Nasabah: Sebuah Kerangka Penelitian Terpadu Untuk Perbankan

Zainurrafiqi - Zainurrafiqi

Abstract

Perusahaan Perbangkan perlu menemukan strategi yang benar untuk terciptanya Kepuasan Nasabah serta dalam rangka meningkatkan Kesetiaan Nasabah. Berdasarkan penelitian terdahulu, maka penetian ini menitik beratkan pentingnya Manajemen Hubungan Pelanggan, Kemampuan Inovasi, Citra Perusahaan, Tanggung Jawab Sosial Perusahaan, Perilaku Etika sebagai faktor terciptanya Kepuasan Nasabah. Pengumpulan data diperoleh dari 400 nasabah bank di kota Malang. Analisis menggunakan Structural Equation Model (SEM), secara garis besar temuan dalam penelitian ini yang pertama yaitu Manajemen Hubungan Pelanggan mempunyai pengaruh yang signifikan terhadap Kepuasan Nasabah. Kedua, Kemampuan Inovasi mempunyai pengaruh yang signifikan terhadap Kepuasan Nasabah, Ketiga, Citra Perusahaan mempunyai pengaruh yang signifikan terhadap Kepuasan Nasabah, Keempat, Tanggung Jawab Sosial Perusahaan mempunyai pengaruh yang signifikan terhadap Kepuasan Nasabah, Kelima, Perilaku Etika mempunyai pengaruh yang signifikan terhadap Kepuasan Nasabah. Dan keenam, Kepuasan Nasabah mempunyai pengaruh yang signifikan terhadap Kesetiaan Nasabah.

Keywords

Manajemen Hubungan Pelanggan, Kemampuan Inovasi, Citra Perusahaan, Tanggung Jawab Sosial Perusahaan, Perilaku Etika, Kepuasan Nasabah, Kesetiaan Nasabah

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DOI: http://dx.doi.org/10.53712/jmm.v1i19.263