THE INFLUENCE OF COMPLAINT HANDLING, MARKETING COMMUNICATION AND TRUST ON LOYALTY (MARKETING MANAGEMENT LITERATURE REVIEW)
Keywords:
Complaint Handling, Marketing Communication, Trust and LoyaltyAbstract
Literature review article on the influence of complaint handling, marketing communication and trust on customer loyalty of PT Bank BSI Sungai Penuhis a scientific article that aims to build a research hypothesis on the influence of variables to be used in further research, within the scope of Marketing Management. The method of writing this Literature Review article is the library research method, which is sourced from online media such as Google Scholar, Mendeley and other academic online media. The results of this Literature Review article are: 1) Complaint Handling affects Loyalty; 2) Marketing Communication influences Customer Loyalty; 3) Trust has an effect on Customer Loyalty; Customer. The research was carried out using quantitative methods, as well as a causal relationship research design. The research data is primary data collected through a questionnaire in the form of a google form, as well as secondary data collected by documentation techniques. Sampling was taken using a random sample, while the calculation technique used the Slovin formula so that a sample of 100 was obtained. However, only 75 respondents were willing to fill out the questionnaire. Data analysis technique using multiple regression analysis
Downloads
References
A. Salim, M. Setiawan, R. Rofiaty, dan F. Rohman. 2008. “Focusing on Complaints Handling for Customer Satisfaction and Loyalty: The Case of Indonesian Public Banking, European”. Research Studies Journal, Vol. XXI, issue 3.
Akkas, Nasruhlhak. 2016. Pengaruh Komunikasi Pemasaran Terpadu terhadap Citra Perusahaan dan Dampaknya terhadap Kepuasan Pelanggan Membeli Mobil Pada P.T. Haji Kalla Cabang Palu. e-Jurnal Katalogis Vol. 4, No. 1.
Ali, H., & Limakrisna, N. (2013). Metodologi Penelitian (Petunjuk Praktis Untuk Pemecahan Masalah Bisnis, Penyusunan Skripsi (Doctoral dissertation, Tesis, dan Disertasi. In In Deeppublish: Yogyakarta.
Aprisia, Gies dan Riri Mayliza, Riri. 2017. Pengaruh Citra Perusahaan (Corporate Image) dan Penanganan Keluhan (Complaint handling) terhadap Loyalitas Pelanggan (Loyalty) Natasha Skin Care di Kota Padang. [Online] Available: https://www.researchgate.net/publication/331651998_ [13 November 2022]
Arancibia, Carvajal Sara et al. 2011. “The Impact of Personalization and Complaint Handling on Customer Loyalty. African Journal of Business Management”. Vol. 5(34), pp.13187-13196.
Arwani, Mokhamad. 2011. Kualitas Hubungan Sebagai Mediasi Pengaruh Kualitas Produk Dan Nilai Terhadap Loyalitas (Studi pada Komsumen Mobil Hyundai dan KIA di Jawa Timur). Jurnal Analisis Manajemen Vol.5 No. 2. [Online] Available: http://download.portalgaruda.org/article.php?article=114093&val=5222. [12 November 2022].
Fahmi, Moh. 2014. Hubungan Gaya Kepemimipinan Transformasional dengan Loyalitas Karyawan. Skripsi. Surabaya: Universitas Islam Negeri Sunan Ampel.
Fauzi, Ihsan. 2008. Cara Mudah Belajar Pemasaran. Surakarta: PT Era Intermedia. Feriyanto, Andri dan Triana, Endang Shyta. 2015. Komunikasi Bisnis. Kebumen: MEDIATERA.
Ghozali, Imam. 2013. Aplikasi Analisis Multivariate dengan Program SPSS 21. Semarang: UNDIP.
Griffin, Jill. 2005. Customer Loyalty (Menumbuhkan dan Mempertahankan Kesetiaan Pelanggan). Jakarta: Erlangga.`
Hafsah, Mohammad Jafar. 2000. Kemitaan Usaha: Konsepsi dan Strategi. Jakarta: PT Pustaka Sinar Harapan.
Hanninen, Nora, and Karjaluoto, Heikki. 2017. The Effect of Marketing Communication on Business relationship loyalty.Marketing Intelligence & Planning. Vol 35, No. 4.
Hidayat, Rahmat., Sabarudin A., and Machmud. 2015. Effects of Service Quality, Customer Trust and Customer Religious Commitment on Customer Satisfaction and Loyalty of Islamic Banks in East Java, Al-Iqtishad, Vol. VII, No. 2.
Kasmir. 2005. Pemasaran Bank. Jakarta: Kencana.
Kotler, Philip and Keller, Kevin Lane. 2007. Manajemen Pemasaran, Edisi 12 Jilid 2. Jakarta: PT Macanan Jaya Cemerlang.
Kusuma, Lukista Amrin Widya. 2020. Faktor-Faktor Yang Mempengaruhi Perilaku Konsumen Pedagang Pasar Dolopo Dalam Memilih Lembaga Keuangan Syariah. Thesis. Ponorogo: IAIN.
Limakrisna, Nandan. 2018. Pengaruh Komunikasi Pemasaran dan Kerelasian Nasabah Terhadap Loyalitas Nasabah. Jurnal Ekonomi Bisnis, Vol. 13, No. 1.
Magdalena, Maria., Martha, Lidya., and Budi, Ingat B.K.Z. 2018. Pengaruh Komunikasi Pemasaran dan Kerelasian Nasabah Terhadap Loyalitas Nasabah di PT. Bank Nagari Cabang Pasar Raya Kota Padang. Jurnal Pundi Vol. 2, No. 3.
Malau, Harman. 2017. Manajemen Pemasaran; Teori dan Aplikasi Pemasaran Era Tradisional Sampai Era Modernisasi Global. Bandung: ALFABETA.
Ningtyas, Fitri dan Rachmad, Basuki. 2011. Pengaruh Kepercayaan, Komitmen, Komunikasi Penanganan Masalah dan Kepuasan Nasabah Terhadap Loyalitas Nasabah Bank Muamalat Di Surabaya. Journal of Business and Banking, Vol. 1, No. 1, Hal 51-60.
Poerwanto. 2010. Corporate Social Responsibility. Yogyakarta: Pustaka Pelajar.
Priyatno, Duwi. 2010. SPSS Analisis Statistik Data Leboh Cepat, Efisien, dan Akurat. Yogyakarta: Gava Media.
Priyatno, Duwi. 2013. Analisis Korelasi, Regresi, dan Multivariate dengan SPSS. Yogyakarta: Gava Media.
Purwanto, Djoko. 2011. Komunikasi Bisnis. Jakarta: Erlangga.
Putra, Dwitya. 2019. Ini Dia Institusi Keuangan Syariah Peraih “Infobank Sharia Institution Awards. [Online] Available: https://infobanknews.com/etalase/shariah- insight/ini-dia-institusikeuangan-syariah-peraih-infobank-sharia-institution-awards- 2019/ [9 November 2022].
Rini Dwiastutik dkk. 2012. Ilmu Perilaku Konsumen. Malang: Unbraw Press.
Robbins, Stephen P. 2003. Perilaku Organisasi. Jakarta: PT Indeks Kelompok Gramedia.
Rosda, Aulia Yumi. 2015. Analisis Pengaruh Kepercayaan, Komunikasi, Komitmen, dan Penanganan Keluhan Terhadap Loyalitas Nasabah di PT. Bank Bank Negara Indonesia Syariah Kantor Cabang Sudirman Pekanbaru. Skripsi: Unissula.
Rothenberger, Sandra., Gewal, Dhruv., Gopalkrishnan R.iyer. 2008. Understanding the Role of Complaint Handling on Consumner Loyalty in Service Relationships. Journal of Relationship Marketing, Vol. 7, No. 4.
Santos, Cristiane Pizzutti dos dan Fernandes, Daniel Von der Heyde. 2008. “Antecedents and Consequences of Consumer Trust in The Context of Service Recovery, dalam BAR (Brazilian Administration Review”. Vol. 5, No. 3, 225-244.
Santoso, Edi dan Riawan. 2013. Strategi Pemasaran Produk Bank Pembiayaan Rakyat Syariah (BPRS). Yogyakarta: CV Andi.
Setyawan, Bagus Dwi. 2013. Pengaruh Kualitas Produk dan Kepercayaan Terhadap Loyalitas Konsumen dengan Kepuasan sebagai Variabel Intervening (Studi pada PDAM Tirta Moedal Semarang). Skripsi: Universitas Negeri Semarang.
Sigit, Soehardi. 2003. Esensi Perilaku Organisasional. Yogyakarta: BPFE UST. Silvanita, Ktut. 2009. Bank dan Lembaga Keuangan Lain. Jakarta: Erlangga.
Sintya, Dwi Eva Sintya. 2020. Analisis Bauran Pemasaran dalam menarik minat nasabah pembiayaan musyarakah di BPRS Mitra Mentari Sejahtera Ponorogo. Skripsi: IAIN Ponorogo.
Siregar. 2013. Metode Penilitian Kuantitatif. Jakarta: Kencana.
Siswanto and Sucipto, Agus. 2008. Teori dan Perilaku Organisasi. Malang: UIN Malang Press.
Soemitra, Andri. 2009. Bank & Lembaga Keuangan Syariah, Edisi Kedua, Jakarta: Kencana.
Sugiyono. 2010. Metode Penelitian Pendidikan: Pendekatan Kuantitatif, Kualitatif dan R&D. Bandung: Alfabeta.
Supit, Juan Soleman., Mandey, Silvya L., dan Moniharapon, Silcyljeova. 2015. Pengaruh Kepercayaan, Komitmen, Komunikasi, dan Penanganan Keluhan Terhadap Loyalitas Pelanggan Otomoto Manado. Jurnal EMBA, Vol. 3, No. 2, Hal 192-204.
Tabrani, Mirza., Amin, Muslim., and Nizam, Ahmad. 2018. Trust, Commitment, Customer Intimacy, and Customer Loyalty in Islamic Banking Relationships. International Journal of Bank Marketing, Vol. 36, No. 5, pp.823-848.
Tjiptono, Fandy. 2000. Manajemen Jasa. Yogyakarta: Andi.
Tjiptono, Fandy. 2005. Pemasaran Jasa. Malang, Jawa Timur: Baymedia Publishing.
Tjiptono, Fandy. 2014. Pemasaran Jasa – Prinsip, Penerapan dan Penelitian. Yogyakarta: Andi.
Triatna, Cepi. 2015. Perilaku Organisasi dalam Pendidikan. Bandung: PT Remaja Posdakarya.
Tumbel, Altje. 2016. “Pengaruh Kepercayaan dan Kepuasan Terhadap Loyalitas Nasabah Pada PT. Bank BTPN Mitra Usaha Rakyat Cabang Amurang Kabupaten Minahasa Selatan”. Jurnal LPPM Bidang EkoSosBudKum, Vol. 3, No. 1.
Usman, Rachmadi. 2000. Aspek-aspek Hukum Perbankan Islam di Indonesia. Bandung: Citra Aditya Bakti.
Yuniarti, Vinna Sri. 2015. Perilaku Konsumen Teori dan Praktik. Bandung: Pustaka Setia
Downloads
Published
How to Cite
Issue
Section
License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
