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PENGARUH KUALITAS LAYANAN, RELATIONSHIP MARKETING, DAN KEPERCAYAAN TERHADAP LOYALITAS NASABAH DI BANK SULTRA CABANG PEMBANTU SAO-SAO KENDARI (The Influence of Service Quality, Relationship Marketing, and Trust on Customer Loyalty at Bank Sultra Sub-Branch Sao-Sao Kendari)

Jurnal Manajemen, Bisnis dan Organisasi (JUMBO) · Vol. 5 No. 2 (2021) · pp. 130–141

DOI
10.33772/jumbo.v5i2.19804
ISSN
2502-4175
Published
2021-08-30
Publisher
Pascasarjana Universitas Halu Oleo
Language
eng

Abstract

AbstractThe purpose of this study was to determine the effect of service quality, relationship marketing and trust on customer loyalty at Bank Sultra Sub-Branch Sao-sao Kendari. The sampling technique used in this study is to use Accidental Sampling. The population of this research is the savings customers of the Southeast Sulawesi sub-branches of Sao-sao, namely Simpeda, Tabankda, Tapelra, Tahara, Tabunganku and Simpel. The sample in this study found 100 people based on the sample formula. The analytical tool used is multiple regression analysis.The results showed that service quality, relationship marketing and trust had a positive and significant effect on increasing customer loyalty. Based on the test results of multiple linear regression analysis, regression coefficient, correlation coefficient, coefficient of determination, and partial regression (t). Thus, it can be said that service quality, relationship marketing and trust make a positive and significant contribution to customer loyalty at Bank Sultra Sub-Branch Sao-sao KendariAbstrakTujuan dari penelitian ini adalah untuk mengetahui pengaruh kualitas layanan, relationship marketingdan kepercayaan terhadap loyalitas nasabah pada Bank Sultra Cabang Pembantu Sao-sao Kendari. Teknik pengambilan sampel yang digunakan dalam penelitian ini adalah dengan menggunakan Accidental Sampling. Populasi dalam penelitian ini adalah nasabah Tabungan Bank Sultra Cabang Pembantu Sao-sao Kendari yaitu Simpeda, Tabankda, Tapelra, Tahara, Tabunganku dan Simpel. Sampel dalam penelitian ini ditemukan 100 orang berdasarkan rumus sampel. Alat analisis yang digunakan adalah analisis regresi berganda.Hasil penelitian menunjukkan bahwa kualitas layanan, relationship marketing dan kepercayaan berpengaruh positif dan signifikan terhadap peningkatan loyalitas pelanggan. Berdasarkan hasil uji analisis regresi linier berganda, koefisien regresi, koefisien korelasi, koefisien determinasi, dan regresi parsial (t). Dengan demikian dapat dikatakan bahwa kualitas layanan, relationship marketing dan kepercayaan memberikan kontribusi yang positif dan signifikan terhadap loyalitas nasabah pada Bank Sultra Cabang Pembantu Sao-sao Kendari.

Collaboration network of the authors

40 authors · 188 co-authorship links · showing the 40 most connected

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  • Universitas Halu Oleo
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Endro SukotjoAffiliation unknown7
Nursaban RommyAffiliation unknown5
Hayat YusufAffiliation unknown3
Riski Amalia MadiAffiliation unknown3
Ansir AnsirAffiliation unknown2
Nasrul NasrulUniversitas Halu Oleo2
Nofal NurAffiliation unknown2
Hartini HartiniAffiliation unknown2
sappodin sappodinAffiliation unknown2
Rachmad Rialdy HasanAffiliation unknown2
Murdjani KamaluddinAffiliation unknown2
Muhammad Aswin Mukka IpoAffiliation unknown2
Farah DzakirahAffiliation unknown1
Juharsah JuharsahAffiliation unknown1
Nurlaila RamadhaniAffiliation unknown1
Muh. TaufikAffiliation unknown1
Isalman IsalmanAffiliation unknown1
Mega LeryAffiliation unknown1
Feliks Anggia Binsar Kristian PanjaitanAffiliation unknown1
Fitriani FitrianiAffiliation unknown1
La HataniAffiliation unknown1
Adnan HakimAffiliation unknown1
Hastuti HastutiAffiliation unknown1
Moh. AminAffiliation unknown1
NUR HIKMAAffiliation unknown1
La Hatani La HataniAffiliation unknown1
Nurul IttaqullahAffiliation unknown1
Adhitya Al QadriAffiliation unknown1
Aidin Hudani AwasinombuAffiliation unknown1
Nurwati NurwatiAffiliation unknown1
Umar Wirahadi KusumaAffiliation unknown1
Sinarwati SinarwatiAffiliation unknown1
Irma Sri WahyuniAffiliation unknown1
Muhamad MasriAffiliation unknown1
Haris Khoirul Imam Khoirul ImamAffiliation unknown1
Alida PalilatiAffiliation unknown1
Ayi SafitriAffiliation unknown1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://ojs.uho.ac.id/index.php/JUMBO/oai, first harvested 31 Okt 2026, last seen 1 Nov 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en-US">PENGARUH KUALITAS LAYANAN, RELATIONSHIP MARKETING, DAN KEPERCAYAAN TERHADAP LOYALITAS NASABAH DI BANK SULTRA CABANG PEMBANTU SAO-SAO KENDARI (The Influence of Service Quality, Relationship Marketing, and Trust on Customer Loyalty at Bank Sultra Sub-Branch Sao-Sao Kendari)</dc:title>
	<dc:creator>Fatricia, Fatricia</dc:creator>
	<dc:creator>Zaid, Sudirman</dc:creator>
	<dc:creator>Sinarwaty, Sinarwaty</dc:creator>
	<dc:subject xml:lang="en-US"></dc:subject>
	<dc:description xml:lang="en-US">AbstractThe purpose of this study was to determine the effect of service quality, relationship marketing and trust on customer loyalty at Bank Sultra Sub-Branch Sao-sao Kendari. The sampling technique used in this study is to use Accidental Sampling. The population of this research is the savings customers of the Southeast Sulawesi sub-branches of Sao-sao, namely Simpeda, Tabankda, Tapelra, Tahara, Tabunganku and Simpel. The sample in this study found 100 people based on the sample formula. The analytical tool used is multiple regression analysis.The results showed that service quality, relationship marketing and trust had a positive and significant effect on increasing customer loyalty. Based on the test results of multiple linear regression analysis, regression coefficient, correlation coefficient, coefficient of determination, and partial regression (t). Thus, it can be said that service quality, relationship marketing and trust make a positive and significant contribution to customer loyalty at Bank Sultra Sub-Branch Sao-sao KendariAbstrakTujuan dari penelitian ini adalah untuk mengetahui pengaruh kualitas layanan, relationship marketingdan kepercayaan terhadap loyalitas nasabah pada Bank Sultra Cabang Pembantu Sao-sao Kendari. Teknik pengambilan sampel yang digunakan dalam penelitian ini adalah dengan menggunakan Accidental Sampling. Populasi dalam penelitian ini adalah nasabah Tabungan Bank Sultra Cabang Pembantu Sao-sao Kendari yaitu Simpeda, Tabankda, Tapelra, Tahara, Tabunganku dan Simpel. Sampel dalam penelitian ini ditemukan 100 orang berdasarkan rumus sampel. Alat analisis yang digunakan adalah analisis regresi berganda.Hasil penelitian menunjukkan bahwa kualitas layanan, relationship marketing dan kepercayaan berpengaruh positif dan signifikan terhadap peningkatan loyalitas pelanggan. Berdasarkan hasil uji analisis regresi linier berganda, koefisien regresi, koefisien korelasi, koefisien determinasi, dan regresi parsial (t). Dengan demikian dapat dikatakan bahwa kualitas layanan, relationship marketing dan kepercayaan memberikan kontribusi yang positif dan signifikan terhadap loyalitas nasabah pada Bank Sultra Cabang Pembantu Sao-sao Kendari.</dc:description>
	<dc:publisher xml:lang="en-US">Pascasarjana Universitas Halu Oleo</dc:publisher>
	<dc:contributor xml:lang="en-US"></dc:contributor>
	<dc:date>2021-08-30</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
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	<dc:type xml:lang="en-US">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://ojs.uho.ac.id/index.php/JUMBO/article/view/19804</dc:identifier>
	<dc:identifier>10.33772/jumbo.v5i2.19804</dc:identifier>
	<dc:source xml:lang="en-US">Jurnal Manajemen, Bisnis dan Organisasi (JUMBO); Vol 5, No 2 (2021): Jurnal Jumbo Vol. 5 No.2; 130-141</dc:source>
	<dc:source>2502-4175</dc:source>
	<dc:source>10.33772/jumbo.v5i2</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://ojs.uho.ac.id/index.php/JUMBO/article/view/19804/pdf</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2021 Jurnal Manajemen, Bisnis dan Organisasi (JUMBO)</dc:rights>
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