Pengaruh Komunikasi, Penanganan Konflik, Komitmen, dan Kepercayaan terhadap Kepuasan Nasabah dan Loyalitas Nasabah (Studi pada Bank Commonwealth di Pontianak)

Georgerius Graceallah

Abstract


This study discusses the issue of customer loyalty of Commonwealth bank in Pontianak, with the conceptual approach of relationship marketing model as a determinant of customer loyalty significance. The purpose of this study is to know the significance of the influence of communication, conflict handling, commitment, and trust to customer satisfaction and customer loyalty partially. Sampling was conducted by nonprobability purposive sampling to 111 respondents who are Commonwealth bank customers in Pontianak city. Data collection through questionnaires with a ten-points bipolar adjective scale. Empirical data processing is done by path analysis method through IBM SPSS 24 application. The results showed that communication, conflict handling, commitment, and trust partially have a positive and significant impact on customer satisfaction and customer loyalty. Commitment has the most dominant influence on customer satisfaction, followed by communication, conflict handling, and trust. Totally, conflict handling has the most dominant influence on customer loyalty, followed by commitment, communication, and trust.

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