The Influence of Personality, Reputation, Value, and Corporate Identity on Customer Satisfaction at Bank Syariah Mandiri Mataram Branch


Riduan Mas’ud(1*), Khairul Hamim(2)

(1) Universitas Islam Negeri Mataram, Indonesia, Indonesia
(2) Universitas Islam Negeri Mataram, Indonesia, Indonesia
(*) Corresponding Author

Abstract


In increasing banking profits, customer satisfaction is something that needs to be taken into account. This study aims to analyze the effect of Reputation, personality, identity, and company value on customer satisfaction at the Bank Syariah Mandiri Mataram Branch. The method used is descriptive quantitative using a Likert scale. Many steps are carried out before performing regression, such as normality and linearity tests. This study found that personality, value reputation, and corporate identity significantly and positively influence customer satisfaction at Bank Syariah Mandiri Mataram Branch. The personality variable is the most dominant in influencing customer satisfaction at Bank Syariah Mandiri Mataram Branch.

Keywords


personality, Reputation, identity, value, customer satisfaction, BSI Mataram

Full Text:

PDF

References


Abd-El-Salam, E. M., Shawky, A. Y., & El-Nahas, T. (2013). The impact of corporate image and reputation on service quality, customer satisfaction and customer loyalty: Testing the mediating role. Case analysis in an international service company. Journal of Business and Retail Management Research, 8(1).

Alomari, Z. S. (2020). Does human capital moderate the relationship between strategic thinking and strategic human resource management? Management Science Letters, 10(3). https://doi.org/10.5267/j.msl.2019.9.024

Amira, H., & Fitriasari, N. (2020). Are Segmenting, Targeting, and Positioning Necessary for Strategic Marketing? Jurnal Kedokteran Brawijaya.

Arikunto, S. (2006). Prosedur Penelitian Suatu Pendekatan Praktek Edisi Revisi VI. In Rineka Cipta.

Aswati, T., Komara, A. T., Satria, Rd. O., & Roslina, N. Y. (2020). Pengaruh Kualitas Pelayanan Dan Citra Perusahaan Terhadap Kepuasan Konsumen. Acman: Accounting and Management Journal, 2(1). https://doi.org/10.55208/aj.v2i1.26

Balmer, J. M. T. (2001). Corporate identitas, corporate branding and corporate marketing ‐ Seeing through the fog. In European Journal of Marketing (Vol. 35, Issues 3–4). https://doi.org/10.1108/03090560110694763

Balmer, J. M. T. (2017). The corporate identitas, total corporate communications, stakeholders' attributed identities, identifications and behaviours continuum. European Journal of Marketing, 51(9–10). https://doi.org/10.1108/EJM-07-2017-0448

Balmer, J. M. T., & Podnar, K. (2020). Corporate brand orientation: Identitas, internal images, and corporate identification matters. Journal of Business Research, 134. https://doi.org/10.1016/j.jbusres.2020.06.016

Budianto, E. (2019). Pengaruh Kualitas Pelayanan Dan Citra Perusahaan Terhadap Loyalitas Nasabah Pada Ajb Bumiputera. Jurnal Ilmu Keuangan Dan Perbankan (JIKA), 8(2). https://doi.org/10.34010/jika.v8i2.1934

Cooper, C. (2019). Pitfalls of personalitas theory. Personalitas and Individual Differences, 151. https://doi.org/10.1016/j.paid.2019.109551

Dash, G., Kiefer, K., & Paul, J. (2021). Marketing-to-Millennials: Marketing 4.0, customer satisfaction and purchase intention. Journal of Business Research, 122. https://doi.org/10.1016/j.jbusres.2020.10.016

Devereux, L., Melewar, T. C., Dinnie, K., & Lange, T. (2020). Corporate identitas orientation and disorientation: A complexity theory perspective. Journal of Business Research, 109. https://doi.org/10.1016/j.jbusres.2019.09.048

Ghozali, I. (2016). aplikasi analisis multivariate dengan program IBM SPSS 23.

bi. Jurnal Ilmu Manajemen Terapan, 3(2). https://doi.org/10.31933/jimt.v3i2.708

Hartono, S. (2013). 16.0 Analisis Data Statistika dan Penelitian. Pekan Baru: Pustaka Pelajar.

Hermawan, S., & Amirullah. (2016). Metode Penelitian Bisnis: Pendekatan Kuantitatif & kualitatif. Metode Penelitian Bisnis Bandung.

Kotler, P. (1994). Marketing Management: Analysis Planning Implementation and Control. Journal of Retailing, 88(3).

Kotler, P., & Keller, Lane, Kevin. (2016). Marketing Management. In Pearson (Vol. 22).

Michael B.Pontoh, Lotje Kawet, & Willem A. Tumbuan. (2014). Kualitas Layanan, Citra Perusahaan Dan Kepercayaan Pengaruhnya Terhadap Kepuasan Nasabah Bank Bri Cabang Manado. Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 2(3).

Mursid, A., & Wu, C. H. J. (2020a). Halal company identitas and halal restaurant loyalty: the role of customer satisfaction, customer trust and customer-company identification. Journal of Islamic Marketing. https://doi.org/10.1108/JIMA-01-2020-0014

Mursid, A., & Wu, C. H. J. (2020b). The antecedents of customer satisfaction and customer-company identification in enhancing halal restaurant loyalty: Halal Company identitas perspective. In International Journal of Religious Tourism and Pilgrimage (Vol. 9, Issue 1). https://doi.org/10.21427/wfg2-3830

Nguyen, N., & Leblanc, G. (2001). Corporate image and corporate reputasi in customers' retention decisions in services. Journal of Retailing and Consumer Services, 8(4). https://doi.org/10.1016/s0969-6989(00)00029-1

Normasari, S., Kumadji, S., & Kusumawati, A. (2013). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan, Citra Perusahaan Dan Loyalitas Pelanggan. Jurnal Administrasi Bisnis (JAB), 6(2).

Sarasvuo, S. (2020). Are we one, or are we many? Diversity in organizational identities versus corporate identities. Journal of Product and Brand Management, 30(6). https://doi.org/10.1108/JPBM-03-2020-2827

Sari, N. (2016). MANAJEMEN DANA BANK SYARIAH. Al-Maslahah Jurnal Ilmu Syariah, 12(1). https://doi.org/10.24260/almaslahah.v12i1.341

Zaithaml, & Bitnet. (2004). Services Marketing: Integrating Customer Focus Across the Firm. Managing Service Quality: An International Journal, 14(5). https://doi.org/10.1108/msq.2004.14.5.436.1

Silalahi, U. (2017). Metode Penelitian Sosial Kuantitatif. In Journal of Visual Languages & Computing (Vol. 11, Issue 3).

Sugiyono. (2010). Statistika untuk Penelitian. Bandung: Alfabeta. International Migration Review, 47(2).

Sugiyono. (2014). Metode penelitian pendidikan pendekatan kuantitatif.

Supriyanto, A., Wiyono, B. B., & Burhanuddin, B. (2021). Effects of service quality and customer satisfaction on loyalty of bank customers. Cogent Business and Management, 8(1). https://doi.org/10.1080/23311975.2021.1937847

Tumbuan, W., Kawet, L., & Pontoh, M. (2014). Kualitas Layanan, Citra Perusahaan Dan Kepercayaan Pengaruhnya Terhadap Kepuasan Nasabah Bank Bri Cabang Manado. Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 2(3).

Yamin, R. (2009). Persepsi nilai, persepsi kualitas, dan citra terhadap kepuasan konsumen pada PT Astra International Daihatsu di manado. Journal of Chemical Information and Modeling, 53(3).




DOI: https://doi.org/10.15575/ks.v2i3.19675

Refbacks

  • There are currently no refbacks.


Copyright (c) 2020 Riduan Mas’ud, Khairul Hamim

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.


UIN Sunan Gunung Djati

Kota Bandung, Jawa Barat
Handphone: +6285961137790

E-mail: KSosial@uinsgd.ac.id

Lisensi Creative Commons

Khazanah Sosial  are licensed under Attribution-ShareAlike 4.0 International


Click Her For See Stats