Open AccessPengaruh Pengetahuan Pelanggan Terhadap Kualitas Pelayanan Melalui Manajemen Hubungan Pelanggan
Author(s) -
Sholeh Abadan,
Robert Kristaung
Publication year - 2019
Publication title -
media riset bisnis and manajemen
Language(s) - English
Resource type - Journals
eISSN - 2442-9716
pISSN - 1411-884X
DOI - 10.25105/mrbm.v18i2.5045
Subject(s) - business administration , nonprobability sampling , service quality , business , psychology , mathematics , service (business) , marketing , population , medicine , environmental health
AbstrakTujuan – Penelitian ini bertujuan untuk menganalisis pengaruh pengetahuan pelanggan terhadapkualitas pelayanan melalui manajemen hubungan pelanggan. Desain / Metodologi / Pendekatan : Sampel yang digunakan dalam penelitian ini berjumlah 155 responden dengan menggunakan metode penarikan sampel purposive sampling . Penelitian ini dilakukan dengan menyebar kuisoner pada nasabah Bank OCBC NISP Jakarta. Pengujian hipotesis penelitian dilakukan dengan metode Structural Equation Model (SEM)dengan software yang digunakan yaitu AMOS. Temuan: Hasil penelitian ini menyatakan: (1) Terdapat pengaruh positif pengetahuan pelanggan terhadap manajemen hubungan pelanggan, (2) Terdapat pengaruh positif manajemen hubungan pelanggan terhadap kualitas pelayanan, (3) Terdapat pengaruh positif pengetahuan pelanggan terhadap kualitas pelayanan, dan (4) Terdapat pengaruh positif pengetahuan pelanggan terhadap kualitas pelayanan melalui manajemen hubungan pelanggan. Berdasarkan dari keempat hasil pengujian yang memiliki pengaruh yang paling dominan yaitu hasil pengujian yang ketiga yaitu pengaruh positif antara pengetahuan pelanggan terhadap kualitas pelayanan Abstract Purpose - The objective of this study is to examine and analyze the influence of customer knowledge toward service quality mediated by customer relationship management .Design/Methodology/Approach : The samples being used in this study is 155 respondents. Data collection method that used in this study is purposive sampling . This research was conducted by distributing questionnaires to customers of Bank OCBC NISP Jakarta . Hypothetical testing is conducted using Structuctural Equation Model (SEM) method with the software used is AMOS.Findings : The findings of this study are : (1) Customer knowledge has positive effect on Customer relationship management, (2) Customer relationship management has positive effect on servie quality, (3) Customer knowledge has positive effect on Service quality, and (4) Customer knowledge has positive effect on service quality through customer relationship management. Based on the four test results that have the most dominant influence, the third test result is dominant influence and have a positive impact between customer knowledge on service quality