PENGARUH BONDING, CUSTOMER SERVICE FAILURE DAN PRODUCT INFORMATION TERHADAP KEPUASAN DAN KEPERCAYAAN SERTA DAMPAKNYA TERHADAP LOYALITAS NASABAH TABUNGAN SIKOCI BANK NAGARI CABANG UTAMA PADANG

YOGA, FEBRINO (2017) PENGARUH BONDING, CUSTOMER SERVICE FAILURE DAN PRODUCT INFORMATION TERHADAP KEPUASAN DAN KEPERCAYAAN SERTA DAMPAKNYA TERHADAP LOYALITAS NASABAH TABUNGAN SIKOCI BANK NAGARI CABANG UTAMA PADANG. Masters thesis, Universita Andalas.

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Abstract

Pengaruh Bonding, Customer Service Failure Dan Product Information Terhadap Kepuasan Dan Kepercayaan Serta Dampaknya Terhadap Loyalitas Nasabah Tabungan Sikoci Bank Nagari Cabang Utama Padang ABSTRAK Penelitian ini bertujuan mengetahui Pengaruh Bonding, Customer Service Failure Dan Product Information Terhadap Kepuasan Dan Kepercayaan Serta Dampaknya Terhadap Loyalitas Nasabah Tabungan Sikoci Bank Nagari Cabang Utama Padang. Populasi dalam penelitian ini adalah nasabah Tabungan Sikoci Bank Nagari Cabang Utama Padang periode tahun 2016 sebanyak 120.182 nasabah. Sampel menggunakan pendapat Hair (2011) dimana jumlah sampel adalah 5 sampai dengan 10 kali jumlah item pertanyaan kuesioner. Jumlah pertanyaan dalam penelitian ini adalah sebanyak 41 item pernyataan sehingga jumlah sampel yang dapat dipergunakan ( 5 x 41 item pernyataan ) = 205 sampel. Pengolahan data penelitian dilakukan dengan metode Structural Equation Modelling (SEM) dengan bantuan software SmartPLS 3.0. Hasil penelitian menunjukkan bahwa 1) Bonding berpengaruh positif dan signifikan terhadap kepuasan nasabah. 2) Bonding berpengaruh positif dan signifikan terhadap kepercayaan nasabah. 3) Customer service failure berpengaruh negatif dan tidak signifikan terhadap kepuasan nasabah. 4) Customer service failure berpengaruh negatif dan signifikan terhadap kepercayaan nasabah. 5) Product information berpengaruh positif dan signifikan terhadap kepuasan nasabah. 6) Product information berpengaruh positif dan signifikan terhadap kepercayaan nasabah. 7) Kepuasan nasabah berpengaruh positif dan signifikan terhadap loyalitas nasabah. 8) Kepercayaan nasabah berpengaruh positif dan tidak signifikan terhadap loyalitas nasabah. Kata kunci: Bonding, Customer Service Failure, Product Information, Kepuasan, Kepercayaan, Loyalitas Nasabah The Effect of Bonding, Customer Service Failure and Product Information on Satisfaction and Trust and Their Impact on Customer Loyalty in Sikoci Savings Bank Nagari Padang Main Branch ABSTRACT This study aims to determine the effect of bonding, customer service failure and product information on satisfaction and trust and their impact on customer loyalty at Sikoci Savings Bank Nagari, Padang Main Branch. The population in this study were customers of Sikoci Savings Bank Nagari Padang Main Branch for the period 2016 as many as 120,182 customers. The sample uses the opinion of Hair (2011) where the number of samples is 5 to 10 times the number of questionnaire question items. The number of questions in this study were 41 statement items so that the number of samples that could be used (5 x 41 statement items) = 205 samples. Research data processing is carried out using the Structural Equation Modeling (SEM) method with the help of SmartPLS 3.0 software. The results showed that 1) Bonding had a positive and significant effect on customer satisfaction. 2) Bonding has a positive and significant effect on customer trust. 3) Customer service failure has a negative and insignificant effect on customer satisfaction. 4) Customer service failure has a negative and significant effect on customer trust. 5) Product information has a positive and significant effect on customer satisfaction. 6) Product information has a positive and significant effect on customer trust. 7) Customer satisfaction has a positive and significant effect on customer loyalty. 8) Customer trust has a positive and insignificant effect on customer loyalty. Keywords: Bonding, Customer Service Failure, Product Information, Satisfaction, Trust, Customer Loyalty

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