Analisis Pengaruh Customer Satisfaction terhadap Relationship Quality: studi pada Bank BNI Syariah Cabang Kusumanegara Yogyakarta

Ikewati, Lilis, Dr. John Suparihanto, M.I.M.

2008 | Skripsi | S1 Extention - Management

Berdasarkan penelitian Ndubisi (2006) tentang A Structural Equation Modelling of the Antecedents of Relationship Quality in the Malaysia Banking Sector yang menyatakan bahwa Relationship Quality dipengaruhi oleh Overall Customer Satisfaction. Dimana overall customer satisfaction dibangun oleh indikator trust, commitment, communication, conflict handling, service quality, dan service satisfaction. Penelitian ini hanya terbatas untuk mengetahui pengaruh overall customer satisfaction pada relationship quality terhadap Bank BNI Syariah Kusumanegara. Jumlah sampel yang diteliti sebanyak 100 responden dengan criteria responden adalah nasabah Bank BNI Syariah Kusumanegara yang berdomisili di Yogyakarta. Disain sampel yang digunakan ialah menggunakan tipe non probability sampling yang dilakukan dengan metode convenience sampling. Alat analisis dalam penelitian ini meliputi Analisis Faktor untuk uji Validitas, dan Cronbach's Alpha untuk uji Reliabilitas, keduanya untuk menganalisis item pertanyaan dalam kuesioner, sedangkan untuk menguji apakah ada atau tidaknya pengaruh variabel independen yaitu overall customer satisfaction dengan variabel dependen yaitu relationship quality menggunakan Analisis Regresi Sederhana. Hasil penelitian ini menunjukkan bahwa overall customer satisfaction berpengaruh positif pada relationship quality. Kata kunci : Customer Satisfaction (kepuasan pelanggan), trust, commitment, communication, service quality, service satisfaction, Relationship Quality (Kualitas hubungan).

Depends on research of Ndubisi (2006) about A Structural Equation Modeling of the Antecedents of Relationship Quality in the Malaysia Banking Sector suggest that Relationship Quality is influenced six main factor of Overall Customer Satisfaction are (1) Trust, (2) Commitment, (3) Communication, (4) Conflict Handling (5) Service Quality (6) Service Satisfaction. This research is only to know influence of overall customer satisfaction of relationship quality on BNI Syariah Banking. The sample is 100 respondent and they are relation on BNI Syariah Banking. Design sample of this research is non probability sampling with convenience sampling method. Analysis tool of this research are factor analysis for validity and Cronbach's Alpha for reliability. The both of them to analyze questioner, and to analyze influence of independent variable, is trust, commitment, communication, conflict handling, service quality, service satisfaction with dependent variable is relationship quality using Regression Analysis. The results are overall customer satisfaction is positively associated with the level of relationship quality. Keyword: Customer satisfaction, Trust, Commitment, Communication, Service quality, Service satisfaction

Kata Kunci : Customer Satisfaction; Relationship Quality; BNI Syariah; Kepuasan Konsumen