Pengaruh Kualitas Pelayanan dan Kepercayaan terhadap Loyalitas Nasabah Lembaga Perkreditan Desa

Ni Kadek Ari Widarsini

doi:10.32795/vol4wamrtno1th24

Ni Kadek Ari Widarsini Program Studi Manajemen, Fakultas Ekonomi, Bisnis, dan Pariwisata, Universitas Hindu Indonesia

DOI: https://doi.org/10.32795/vol4wamrtno1th24

Keywords: Service Quality, Trust, Customer Loyalty

Abstract

This research was conducted with the aim of knowing the effect of service quality and trust on customer loyalty at the Village Credit Institution (LPD) Mengening Traditional Village, Badung Regency in Badung Regency. The population in this study were all customers in the 2020 period, totaling 2162 people with a total sample of 96 respondents who were determined using the accidental sampling method. Data analysis techniques used in this study were validity, reliability, classical assumptions, multiple linear regression, coefficient of determination, t test and F test. Based on the results of the study it can be seen that: (1) Service quality has a positive and significant effect on customer loyalty. (2) trust has a positive and significant effect on customer loyalty. (3) Service quality and trust have a positive and significant effect on customer loyalty. Seeing the results of the research, the LPD in Mengening Traditional Village must improve transaction security for its customers. This can be done by inputting customer savings data using the system so that there are no more mistakes in writing customer fund nominal values ??on the savings book. This will make customers feel safe in transactions so that they will be loyal to saving at the LPD in the Mengening Traditional Village.

References

Ari widarsini: Evani Khoirunnisa. 2017. Pengaruh Penggunaan E-Banking, Kepercayaan (TRUST), Dan Kualitas Pelayanan Terhadap Loyalitas Nasabah Bank BNI Syariah Kantor Cabang Surakarta.

Afifah, Azka Al. 2017. Pengaruh Kualitas Layanan, Kepercayaan, dan Kepuasan Terhadap Loyalitas Nasabah (Studi Kasus di PT Bank Syariah Mandiri Kantor Cabang Simpang Patal Palembang). Skripsi (tidak diterbitkan). Fakultas Ekonomi dan Bisnis Islam UIN Raden Fatah.

Amrullah, Pamasang S. Siburian, Saida Zainurossalamia ZA. (2016). Pengaruh kualitas produk dan kualitas layanan terhadap keputusan pembelian sepeda motor Honda. Jurnal, Fakultas Ekonomi dan Bisnis Universitas Mulawarman, Indonesia.

Dharma, Robby. 2017. Pengaruh Kualitas Pelayanan, Kepercayaan, Dan Kepuasan Terhadap Loyalitas Pelanggan Pada Pt. Padang Tour Wisata Pulau Padang. Jurnal EKOBISTEK Fakultas Ekonomi. Vol. 6. No. 2.

Djaja, Sutrisno. 2018. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Di Ahass Sumber Jaya Maha Sakti Kecamatan Rogojampi Kabupaten Banyuwangi. Jurnal Pendidikan Ekonomi Universitas Jember. ISSN. 1907-9990. Vol. 12, No. 1.

Donni Junni Priansa. (2017). Perilaku Konsumen dalam Bisnis Kontemporer. Bandung: Alfabeta.

Franasista Viana Wemben, Lisbeth Mananeke, dan Ferdy Roring. 2020. Analisis Pengaruh Kualitas Pelayanan, Citra Perusahaan Dan Kepercayaan Terhadap Loyalitas Nasabah Pada Pegadaian UPC Tanjung Batu.

Ghozali, Imam. 2018. Aplikasi Analisis Multivariete Dengan Program IBM SPSS 23 (Edisi 8). Semarang : Badan Penerbit Universitas Diponegoro.

Harumi, Sasha Dwi. 2016. Pengaruh Kepercayaan dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan di Perusahaan Seiko Laundry Medan. Jurnal AnalitikaUniversitas Medan. ISSN. 2502-4590. Vol.8. No.2.

Irnandha, Aris. 2016. Pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan Yang Dimediasi Oleh Kepuasan Pelanggan Jasa Penggiriman Jalur Darat. Skripsi (tidak diterbitkan). Fakultas Ekonomi, Universitas Negeri Yogyakarta.

Kotler, Philip and Kevin Lane Keller. 2016. Marketing Management, 15th Edition. New Jersey : Pearson Education.

Kotler, Philip ans Gary Amstrong. 2018. Principles of Marketing. Edisi 15. New Jersey : Pearson Education.

Leninkumar, Vithya. 2017. The Relationship between Customer Satisfaction and Customer Trust on Customer Loyalty. International Journal of Academic Research in Business and Social Sciences. ISSN. 2222- 6990. Vol. 7, No.4.

Mahayasa, I. G. A., & Martayanti, N. M. P. (2020). Analysis Of The Influence Of Member's Commitment And Satisfaction On Loyalty Of Cooperative Members. Warmadewa Management and Business Journal (WMBJ), 2(1), 48-55.

Nurdini, Shelly. 2019. Pengaruh Kepuasan dan Kepercayaan Pelanggan terhadap Loyalitas Pelanggan (survai pada salon Strawberry Jl. Sudirman No. 629 Bandung). Jurnal Prodi Ilmu Manajemen Fakultas Ekonomi Manajemen dan Bisnis, Universitas Islam Bandung. ISSN. 2460-6545. Vol 5, No 2.

Nuridin. 2018. Effect Of Service Quality And Quality Of Products To Customer Loyalty With Customer Satisfaction As Intervening Variable In PT. Nano Coating Indonesia. International Journal Of Business And Applied Social Science. ISSN. 2469-6501. Vol. 4.

Pohan, Fanny Suzuda. 2018. Kualitas situs web, Kepercayaan, dan Loyalitas Konsumen Tokopedia. Jurnal Manajemen Strategi dan Aplikasi Bisnis. ISSN 2655-237X. Vol 2, No 1.

Pramana, I.G.Y. dan N.M. Rastini. 2016. Pengaruh Kualitas Pelayanan Terhadap Kepercayaan Nasabah dan Loyalitas Nasabah Bank Mandiri Cabang Veteran Denpasar Bali. E-Jurnal Manajemen UNUD. ISSN.2302-8912. No. 01. Vol.02. 2-5.

Rafiah, Kurnia Khafidhatur. 2019. Analisis Pengaruh Kepuasan Pelanggan dan Kepercayaan Pelanggan terhadap Loyalitas Pelanggan dalam Berbelanja melalui E-commerce di Indonesia. E-Journal Universitas Padjajaran. E- ISSN: 2528-2948. Vol. 5, No.1.

Sugiyono. 2017. Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta.

Trisusanti, Yelly. 2017. Pengaruh Kualitas Pelayanan Dan Kepercayaan Terhadap Loyalitas Nasabah (Studi Pada Bank Bni Syariah Kantor Cabang Pekanbaru). Jurnal Online Mahasiswa FISIP. Vol. 4. No. 2.