THE EFFECT OF TELLER SERVICE QUALITY AND SATISFACTION ON CUSTOMER LOYALTY OF PT BANK MANDIRI TBK MERAUKE BRANCH

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1 International Journal of Mechanical Engineering and Technology (IJMET) Volume 9, Issue 12, December 2018, pp , Article ID: IJMET_09_12_024 Available online at ISSN Print: and ISSN Online: IAEME Publication Scopus Indexed THE EFFECT OF TELLER SERVICE QUALITY AND SATISFACTION ON CUSTOMER LOYALTY OF PT BANK MANDIRI TBK MERAUKE BRANCH Funnisia Lamalewa and Elisabeth Lia Riani Kore Universitas Musamus, Merauke, Indonesia ABSTRACT This study aims to determine the relationship between the Effect of Teller Service Quality and Satisfaction on Customer Loyalty of PT Bank Mandiri Tbk Merauke Branch. The sample in this study amounted to 100 customers. Data was collected using library study methods, questionnaires, interviews. The analytical method used is multiple regression analysis. The sampling method is incidental sampling, a quantitative research approach with multiple regression analysis techniques with a tool version of spss 22. The results of this study indicate that the Teller Service Quality and Satisfaction variables have a positive and significant influence partially or simultaneously on Customer Loyalty of PT Bank Mandiri Tbk Merauke Branch. This is evidenced by the t count of Teller Service Quality (X1) 3.778> t table which is equal to with a significant value of 0,000 <0, 05, so H1 is accepted and Ho is rejected. Value of tcount Satisfaction (X2) of 3.124> t table is equal to , with a significant value of <with a significant level of 0.05 so that H2 is accepted and Ho is rejected. Then the value of Fcount > Ftable 3.09 with a significant level of <0.05 so that H3 is accepted and Ho is rejected. Adjusted R Square value is which means that all variables jointly influence Customer Loyalty by 71.6% while the remaining 28.4% is influenced by other variables not examined in this study. Keywords: Service Quality, Satisfaction, Customer Loyalty Cite this Article: Funnisia Lamalewa and Elisabeth Lia Riani Kore, the Effect of Teller Service Quality and Satisfaction on Customer Loyalty of Pt Bank Mandiri Tbk Merauke Branch, International Journal of Mechanical Engineering and Technology, 9(12), 2018, pp INTRODUCTION The world of banking is one of the fields that must maintain its existence as a financial institution in the economy. According to Kasmir (2008) Banks are financial institutions whose activities collect funds from the public in the form of deposits then channel back to the community, and provide other services. In the world of banking, growing and developing is the main goal. In order editor@iaeme.com

2 Funnisia Lamalewa and Elisabeth Lia Riani Kore to be able to grow, the bank must have a precise strategy and be able to win it. Growth will be sustainable and can be controlled if the bank is equipped with an adequate organization. With an adequate organization, it will be able to provide the best service to customers or customers. One company engaged in the banking sector is PT. Mandiri Bank. Since 1998, Bank Mandiri has grown and developed as seen today. PT. Bank Mandiri is one company that always pays attention to service quality. The existence of PT. Bank Mandiri is undoubtedly in providing services to all customers to remote areas. In the face of the rapidly changing progress and development and the increasingly varied needs of the community, Bank Mandiri must always be able to meet all the needs of its customers. Based on the marketing concept, a company must strive to meet consumer needs through integrated activities that also enable the company to achieve its goals. According to Kotler (2004), "Marketing is a social and managerial process in which individuals and groups get what they need and want by creating, offering, and exchanging valuable products with other parties". The marketing concept states that the key to achieving organizational goals is to be effective than competitors in integrating marketing activities to determine and satisfy the needs and desires of the target market (Kotler, 2000). According to Tjiptono (2007) the quality of service is an effort to fulfill the needs and desires of consumers and the accuracy of delivery in offsetting consumer expectations. Whereas according to Nasution (2004) service quality is the expected level of excellence and control over the level of excellence to meet customer desires. Tjiptono (2009) revealed that there are five main dimensions or indicators of service quality (in the order of the degree of relative importance), namely: a) Reliability, namely the ability to provide promised services promptly, accurately and satisfactorily. This means that employees provide services that meet customer expectations. b) Responsiveness, namely the desire of staff to help customers and provide services responsively, namely the motivation of employees in solving problems faced by customers in using services. c) Guarantees, including the knowledge, competence, politeness and trustworthiness of the staff, free from danger, risk or doubt. That is about good knowledge of employees in handling questions or complaints from customers. d) Attention, including ease in establishing relationships, good communication, personal attention, and understanding of the individual needs of customers, namely the attitude of employees who show genuine concern in serving customers. e) Physical Evidence, including physical appearance including physical facilities, equipment, employees, and means of communication. According to Kotler (2009) Customer satisfaction is a feeling of pleasure or disappointment someone who appears after comparing between expectations of reality obtained. Kotler (2000) states the characteristics of satisfied customers as follows: a) Loyal To Products a) Satisfied consumers tend to be loyal where they will buy again from the same producer b) Positive Mouth-to-Mouth Communication c) Positive word of mouth communication is a recommendation to other prospective customers and says good things about the product and company. d) Companies Become Main Considerations When Buying Other Brands When a consumer wants to buy another product, the company that has given him satisfaction will be the main consideration editor@iaeme.com

3 The Effect of Teller Service Quality and Satisfaction on Customer Loyalty of Pt Bank Mandiri Tbk Merauke Branch Loyalty is the attitude and behavior of customers which shows that there is a repeat gift of an item and service besides it also shows a high commitment to the brand or company (Huriyati, 2005). Faithful customers are those who are very satisfied with certain products and services, so they have the enthusiasm to introduce them to anyone they know. Furthermore, at the next stage, loyal customers will expand their "loyalty" to other products made by the same producer. Tjiptono (2002) suggests five indicators commonly used to measure consumer loyalty, namely (a) repurchase, (b) always like the product, (c) keep choosing the product, (d) believe that the product is the best and (e) product recommendation to others. This means that the service strategy must be customer-oriented, where the officers who are at the forefront (Teller) must be able to meet customer needs with facilities and infrastructure that support speed, and accuracy in serving customers. Teller is an officer from the bank that serves to serve customers in banking financial transactions to all of their customers. The task of Teller employees in general is to help and handle customers in transactions, especially in withdrawing and depositing money. Service quality, which is how the quality of a service can be considered good by the customer, in other words Bank Mandiri must be able to understand what the customer wants and needs so that this can have a positive impact, which will create a feeling of feeling satisfied from the customer himself. Thus it will automatically have an impact on loyalty. Where satisfaction of a customer will lead to feelings of loyalty automatically. Mandiri Bank always wants the company to always satisfy customers with a quality service system. Because one of the keys to the success of a Bank lies in the quality of service from the Bank itself. This study aims to determine the effect of teller service quality and satisfaction on customer loyalty of PT Bank Mandiri Tbk Merauke Branch. 2. METHODOLOGY This research was conducted at PT. Bank Mandiri Tbk Merauke Branch located on Jalan Raya Mandala Merauke. The approach used by researchers is a quantitative approach, because it will relate to numbers. The types of data in this study are primary data and secondary data (Betaubun et al., 2018a, 2018b; Djamali et al., 2018; Fitriani et al, 2018; Kalalo, 2018; Kore et al., 2018; Latuheru and Sahupala, 2018; Maturbongs et al, 2017; Samudro et al., 2011; Sedayu and Mangkoedihardjo, 2018; Utama et al., 2018). Primary data is data obtained from the first source both from individuals / individuals such as from interviews or filling out questionnaires conducted by researchers. While secondary data is data obtained from library sources or reference books. Data sources are customers who are asked for responses through questionnaires given to respondents about Teller Service Quality and Satisfaction with Customer Loyalty PT. Bank Mandiri Tbk Merauke Branch. The population in this study were all customers of PT. Bank Mandiri Tbk Merauke Branch. Data measurement is done by the author, namely with a Likert Scale. This question has a score from very positive to negative with the highest score of 5 and the smallest 1. The analytical method used is multiple regression analysis. The sampling method is incidental sampling, the quantitative research approach with multiple regression analysis techniques with SPSS version 22 tools. The X1 variable is the Teller service quality variable influencing the customer loyalty of PT Bank Mandiri Tbk Merauke Branch. The variable X2 is the satisfaction variable affecting the customer loyalty of PT Bank Mandiri Tbk Merauke Branch. And the variable Y is the quality of service and satisfaction influences the customer loyalty of PT Bank Mandiri Tbk, Merauke Branch. The method used to process data is a validity test which is used to determine whether a questionnaire is valid or valid. A questionnaire is said to be valid if the question in the questionnaire is able to express something that will be measured by the questionnaire. So, validity is used to measure whether the questions in the questionnaire that we have made can really editor@iaeme.com

4 Funnisia Lamalewa and Elisabeth Lia Riani Kore measure what we want to measure. If the value of r count> r table, then the item is said to be valid. Data processing researchers will use the help of computer programs, namely the Statistical Program for Society Science (SPSS). Reliability refers to an understanding that an instrument can be trusted to be used as a data collection tool because the instrument is considered good. A questionnaire is considered reliable if the answer to the question is consistent. In the SPSS program, there is a facility for calculating reliability measurement through Cronbach Alpha (α) statistical test, where a variable is considered reliable if it gives the value of Cronbach Alpha (α) greater than 0.60 (Singgih Santoso, 2000). In this study the analysis used is multiple regression analysis, which will be processed using SPSS software, this research is causality, meaning that this study is used to determine the effect of independent variables namely Teller service quality (X1) and satisfaction (X2) on customer loyalty ( Y) using multiple linear regression analysis. 3. RESULTS 3.1. Multiple Regression Analysis The testing of multiple regression analysis in hypothesis testing that the authors propose has two main objectives, namely: a. To get an equation and a line that can show the relationship between the independent variable and the dependent variable. Where the equation is called a regression equation that is linear and non-linear. b. To interpret the relationship between independent variables and the dependent variable indicated by the regression equation. Calculation of the regression equation is done using the SPSS 22 program for Windows. Coefficients a Table 1. Results of Multiple Regression Unstandardized Coefficients Standardized Coefficients T Sig. Model B Std. Error Beta (Constant) Service quality Satisfaction a. Dependent Variable: Customer Loyalty Y = a + b1x1 + b2x2 + e Y = (X1) (X2) The above equation can be explained that: 1. The constant coefficient of 4.339, shows that if the service quality variable (X1) and satisfaction (X2) value is 0 then customer loyalty (Y) is 4, The coefficient of X1 is 0.412, indicating that service quality variables have a positive relationship to customer loyalty. In other words, if the service quality variable increases by 1%, the variable customer loyalty will increase by or 41.2% editor@iaeme.com

5 The Effect of Teller Service Quality and Satisfaction on Customer Loyalty of Pt Bank Mandiri Tbk Merauke Branch 3. The coefficient of X2 is 0.407, indicating that the satisfaction variable has a positive relationship to customer loyalty. In other words, if the satisfaction variable increases by 1%, the variable customer loyalty will increase by or 40.7% Hypothesis testing T test is done to partially test the effect of quality of service quality Teller (X1), satisfaction variable (X2), on customer loyalty (Y). a. Service quality Teller service quality variables significantly influence customer loyalty, this can be seen from the value of tcount 3,778> t table 1, So, the hypothesis taken is H1 accepted and Ho reject, with a significant level of 0,000 <probability sig b. Satisfaction Satisfaction variables significantly influence customer loyalty, this can be seen from the value of tcount 3.124> t table So, the hypothesis taken is H2 is accepted and Ho is rejected, with a significant level of <probability sig The F test is performed to see the effect of the independent variables simultaneously or together on the dependent variable or often called the regression equation linearity test. 1 Table 2. F Test Result ANOVA a Model Sum of Squares Df Mean Square F Sig. Regression b Residual Total a. Dependent Variable: Customer Loyalty b. Predictors: (Constant), Satisfaction, Service Quality In table 2, the value of Fcount = 126,045 while in Ftable = 3.09 and sig = 0,000 <0,05. The Ftable value can be obtained from Df1 = k-1 = 3-1 = 2, and Df2 = nk = = 97, where df = free degree, n = number of samples and k = number of variables (free and bound) so that in can Ftabel = 3.09 so Ha is accepted, because Ftable <F count. This means that the independent variable of service quality (X1) and satisfaction (X2), simultaneously has a positive and significant effect on the dependent variable of customer loyalty. H3 accepted means that service quality and satisfaction have a significant positive effect on the loyalty of PT Bank Mandiri Tbk Merauke Branch customers. 4. DISCUSSION By involving 100 respondents in this study who provide information about the influence of Teller service quality and satisfaction with customer loyalty, it can be described as follows: 1. Effect of Teller Service Quality on Customer Loyalty PT. Bank Mandiri Tbk Merauke Branch Service quality variables are formed by five indicators. Based on the results of statistical data that the Quality of Teller Service of PT Bank Mandiri Tbk in the Merauke Branch shows a positive sign. Of the five indicators that are reliability, responsiveness, assurance, attention and physical evidence if an increase of 1% will increase Customer Loyalty of Which means that this increase in numbers will improve the quality of service at the Merauke Branch of PT Bank Mandiri Persero) with a significant level of independent variables of 0,000. From the results editor@iaeme.com

6 Funnisia Lamalewa and Elisabeth Lia Riani Kore of the t test it is known that tcount> t table with a significant level> 0.05 for service quality variables. So, it can be concluded that service quality has an effect on customer loyalty. 2. Effect of Satisfaction on Customer Loyalty of PT Bank Mandiri Tbk, Merauke Branch Satisfaction variable with its indicators and based on the results of statistical data that Satisfaction at PT Bank Mandiri Tbk Merauke Branch shows a positive sign. From the existing indicators, namely: loyal to the product, the existence of positive word of mouth communication, and the company becomes the main consideration when buying this other brand if there is an increase of 1% will increase customer loyalty by Which means that this increase in numbers will increase satisfaction at PT Bank Mandiri Tbk Merauke Branch with a significant level of independent variables of For the satisfaction variable t count> t table with a significant level <0.05, so it can be concluded that the variable satisfaction has an effect on customer loyalty. 3. Effect of Teller Service Quality and Satisfaction on Customer Loyalty of PT Bank Mandiri Tbk, Merauke Branch Because Fcount 126,045> Ftable 3.09, it can be concluded that H3 is accepted and Ho is rejected, which means there is a significant effect of the independent variable on the dependent variable with a significant level of 0,000 <probability sig The F test results are known to be Fcount> Ftable with a significant level of <0.05, so that it can be concluded that the variables of service quality and satisfaction together influence customer loyalty. 5. CONCLUSIONS AND RECOMMENDATIONS Based on the results of data analysis using SPSS version 22 and the discussion that has been stated, it can be concluded that teller service quality has a positive and significant effect on customer loyalty of PT Bank Mandiri Tbk, Merauke Branch. Satisfaction has a positive and significant effect on customer loyalty at PT Bank Mandiri Tbk, Merauke Branch. Service quality and satisfaction simultaneously have a positive and significant effect on customer loyalty of PT Bank Mandiri Tbk, Merauke Branch Based on the results of the tests until the discussion and conclusions above, the researcher can give advice to the leadership of PT Bank Mandiri Tbk, Merauke branch to further improve service quality and satisfaction in terms of transactions, especially when withdrawing and depositing money so that customers feel comfortable and more concerned that can make these customers loyal. For further researchers to be able to add other factors that might also be influential. REFERENCES [1] Betaubun, M., Madya, S. and Margana (2018)a. Reconceptualization of English Learning in the Border Region of the Republic of Indonesia-Papua New Guinea, International Journal of Mechanical Engineering and Technology, 9(9), pp [2] Betaubun, M; Madya, S; Margana. (2018)b. Description Of English Language Learning In The Border Of Merauke - Papua New Guinea, International Journal of Mechanical Engineering and Technology, 9(11), pp [3] Djamali, RA., Betaubun, P. and Maulany, GJ. (2018). Key Factors on Development of Agricultural and Fishery Agro-Industry Classification in Merauke Regency, International Journal of Mechanical Engineering and Technology, 9(10), pp [4] Fitriani; P Betaubun; EA Pure; D Tikson; EE Maturbongs; TWA Cahyanti; RF Waas. (2018). Relationship of Employee Ethnic Background in Validation of Situational Leadership Theory. Indian Journal of Public Health Research & Development 9 (4): [5] Hurriyati, Ratih Bauran Pemasaran dan Loyalitas Konsumen. Bandung : Cv Alfabeta editor@iaeme.com

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