Jurnal "Loyalitas Pelanggan (Customer LOYALTY)"

Kamis, 28 Oktober 2010

PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TERHADAP LOYALITAS NASABAH

DI KOPERASI SIMPAN PINJAM WAHANA MITRA KENCANA CABANG CIMAHI

Oleh : Moch. Arridea Viri Parsimonia

ABSTRAK

Customer Relationship Management (CRM) memiliki hubungan yang erat dengan loyalitas konsumen. Dalam penelitian ini terdapat masalah bagaimana pengaruh customer relationship management terhadap loyalitas nasabah Koperasi Wahana Mitra Kencana cabang Cimahi.

Penelitian ini memiliki tujuan untuk mengetahui hubungan antara customer relationship management dengan loyalitas nasabah, pengaruh customer relationship management dengan loyalitas nasabah, dan dimensi dari customer relationship management yang bepengaruh paling dominan terhadap loyalitas nasabah Koperasi Wahana Mitra Kencana cabang Cimahi.

Sampel yang digunakan dalam penelitian ini adalah 100 responden yang merupakan nasabah Koperasi Wahana Mitra Kencana cabang Cimahi. Teknik sampling yang digunakan adalah teknik non-probability sampling. Tenik korelasi dan regresi untuk mengetahui seberapa besar hubungan dan pengaruh customer relationship management terhadap loyalitas nasabah.

Dapat disimpulkan dari hasi penelitian ini mengenai hubungan antara customer relationship management dengan loyalitas nasabah bersifat rendah (0,37), terdapat pengaruh antara customer relationship managemen terhadap loyalitas nasabah sebesar 19% sedangkan, sisanya yaitu 81%% dipengaruhi oleh faktor-faktor lain yang tidak termasuk dalam penelitian ini, dan dimensi manusia yang paling berpengaruh terhadap loyalitas nasabah di Koperasi Wahana Mitra Kencana cabang Cimahi.

Kata Kunci : Customer Relationship Management, Loyalitas

Artikel/Hasil Penelitian lengkap, hubungi :

Kanaidi, SE., M.Si (Penulis, Peneliti, PeBisnis, Trainer dan Dosen Marketing Management).
Jln. Sariasih No.54 Bandung 40151 - Indonesia
Telp (022) 2009570 atau HP. 0812 2353 284
e-mail : kana_ati@yahoo.com atau kanaidi@poltekpos.ac.id

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E-Learning POLTEKPOS click di http://vl.poltekpos.ac.id/

Jumat, 22 Oktober 2010

Pengaruh Atribut Produk terhadap Sikap Konsumen pada Green Product Cosmetics

(Studi Kasus pada Puri Ayu Martha Tilaar Sun Plaza Medan)
Oleh : Marhayanie dan Eka Laniasti Sihite

(Dipublikasi pada Januari 2008)

Abstract
The purpose of the research is to examine the influence of the product attributes which is consist of the product brand, product quality, product design, product label and product packing to consumer’s attitude toward Green Product Cosmetics, that is for product of Martha Tilaar’s cosmetic.
The result of research indicate that the product attributes which is consist of the brand variable, quality, design, label and packing are together have significant effect toward consumer’s attitude. The result also indicates that quality variable and packing variable have positive and significant effect on consumer’s attitude for Green Product Cosmetics, that is for product of Martha Tilaar’s cosmetic, while brand variable and label have positive but not significant effect, and design variable has negative but not significant effect towards consumer attitude.
Keywords: the product attributes, the consumer’s attitude

1. PENDAHULUAN
1.1 Latar Belakang Masalah
Perkembangan produk kosmetik memberi peluang bisnis bagi para produsen kosmetik. Peluang
bisnis tersebut menciptakan keanekaragaman produk kosmetik atau produk perawatan kulit yang kini beredar di pasar, yaitu dari produk lokal sampai produk impor, dan produk yang masuk secara legal maupun illegal, sehingga konsumen dapat memilih produk kosmetik yang terbaik bagi dirinya, dan produk kosmetik tersebut dapat diperoleh dengan mudah di pusat-pusat perbelanjaan dan khususnya di klinik kecantikan.

Artikel lengkap dikompilasi oleh :
Kanaidi, Se., M.Si (Penulis, Peneliti, PeBisnis, Trainer dan Dosen Marketing Management). e-mail ke : kana_ati@yahoo.com atau kanaidi@poltekpos.ac.id

Butuh Artikel/Jurnal lainnya?, click di :

E-Learning POLTEKPOS click di http://vl.poltekpos.ac.id/

ANALISIS HUBUNGAN SEGMENTASI DEMOGRAFI DAN LOYALITAS KONSUMEN

(Studi Pada Merek Produk Tabungan Di Lampung)
Oleh : Mahrinasari

(Januari 2010)

ABSTRACT

The consumer’s loyalty is to be a valued asset for the company in order to get competitve advantage toward global competition in the market place. But, this idea is still in doubted as Roy Gony said (2005) that the companies who have high loyal consumers do not automatically have high market share, otherwise having low market share. Therefore, He recommended that the company should previuosly search for what kinds of segmentation should be targeted in order to
get the loyal segemented consumers. This idea is related with Inu Machfud Idea (BMI Research Jakarta, 2008). He said that the company should prevuiously focus on segmentation to get segmented consumers for the sake of getting the loyal segmented consumers. Therefore, this research objective is: 1) to know relationship between demografy segmentation and consumers loyalty toward brand in saving product, 2) to examine the level of consumers loyalty toward
brand, and 3) to find out what clasess of demografy segmentation is constibuted to the category of the loyalty level ( High loyalty, Moderate Loyalty, No Loyalty, and Very Not Loyalty).
The results shows that demografy segementation (gender, age, education, kinds of job, and income) overall significantly do not related with the level of consumers loyalty, based on Chi-square statistics test of α = 0,05. However, there are interesting results that there is relationship between job segmentation variable and income segementation with saving frequency. Also, there is significantly relationship between age and the amount of saving value, and between education and the amount of saving value, between job and the amount
of saving value, and between income and the amount of saving value. The segmentation that gives highest constribution to the saving frequency, the amount of saving value, and the level of consumer’s loyalty is the man segmentation, private employees, and S1 education, and age of 22-26 years, and having income more than IDR2.000.000.
Other results show that the saving frequency and the amount of saving value significantly are not related with the level of consumer’s loyalty, the same as Roy Goni said (2005).

Key word : Segmentation, and Consumer’s Loyalty

Artikel lengkap dikompilasi oleh/hubungi :
Kanaidi, SE., M.Si* (Penulis, Peneliti, PeBisnis, Trainer dan Dosen Marketing Management).

e-mail ke : kana_ati@yahoo.com atau kanaidi@poltekpos.ac.id

*Profil Lengkap, lihat (click) disini