Pires, Alexandre (2015) Pengaruh kemampuan komunikasi karyawan,komitmen karyawan, pengetahuan karyawan,dan keadilan interaksi karyawan, terhadap loyalitas nasabah melalui sikap nasabah dan partisipasi nasabah (studi pada bank Mandiri kota madya Surabaya). PhD thesis, Widya Mandala Catholic University Surabaya.
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Abstract
This study aimed to test and analyze the effect of employee communication skills, employee knowledge, employee commitment, and employee interactionaljustice toward customer loyalty through customer attitude and customer participation at Bank Mandiri of Surabaya. This study used free variables, i.e.employee communication skills, employee knowledge, employee commitment,and employee interactional justice; intervening variables, i.e. customer attitude, customer participation, and independent variable, i.e. customer loyalty. This study focused the review on marketing strategy management field. Respondents in this study were the customers for more than 3 years in total of 194 persons spread in 9 branch offices of Bank Mandiri in Surabaya , i.e. KCP Basuki Rahmat, Tunjungan Plaza Surabaya, Bratang Binagun, Rungkut Industri, Mandiri KCP Surabaya Kusuma Bangsa, Mandiri KCP Surabaya Darmo Permai, Mandiri KCP Surabaya Kertajaya, Mandiri KCP Surabaya Pemuda, and Mandiri KCP Surabaya Citra Raya G-Walk. The analysis result indicated that: First, the employee communication skills had a significant effect toward a customer attitudes. It indicated that all indicators in employee communication skills were in line with the customer attitudes. The employee communication skills became a motivation for customers, so that customers felt comfortable and satisfied by the employee communication skills. Second, the employee knowledge had a significant effect toward customer attitudes. It indicated that all indicators in employee knowledge were in line with the customer attitudes. The employee knowledge became a motivation for customers; customer’s knowledge could cause positive customer attitudes to the company. Third, the employee commitment had a significant effect toward customer attitudes. It indicated that all indicators in employee commitment were in line with the customer attitudes that caused customer attitudes to the company became positive. Employee commitment became a tool to change a negative customer attitude to be positive. Fourth, the interactional justice had a significant effect toward customer attitudes. It indicated that all indicators used in interactional justice were in line with the customer attitudes. The employee interactional justice became one of the techniques to affect customer attitudes. Fifth, the customer attitudes had a significant effect toward customer participation. It indicated that all values in customer attitudes were in line with customer participation. It was caused by positive customer attitudes that led a customer interest to participate in the service. In contrast, if the customers behaved negatively, it was likely to cause a customer interest not to participate in the service. Sixth, the customer attitudes had a significant effect toward customer loyalty. The correlation of customer attitude had a significant effect toward loyalty that was motored by positive customer attitudes. Seventh, the customer participation had a significant effect toward customer loyalty. It indicated that all indicators used in customer participation were in line with the values in customer loyalty. The customer participation in service became an important factor for organization to develop customer loyalty.
| Item Type: | Thesis (PhD) |
|---|---|
| Department: | ["eprint_fieldopt_department_Graduate School" not defined] |
| Uncontrolled Keywords: | Employee communication skills, employee knowledge, employee commitment, employee interactional justice, customer attitude, customer participation, customer loyalty. |
| Subjects: | Business |
| Divisions: | Graduate School > Doctoral Program in Management Science |
| Depositing User: | Aurelia Riana Ika Susanti |
| Date Deposited: | 19 Jul 2016 06:07 |
| Last Modified: | 02 Aug 2016 05:52 |
| URI: | http://repository.ukwms.ac.id/id/eprint/7346 |
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