International Journal of Social Science & Economic Research
Submit Paper

Title:
THE INFLUENCE OF SERVICE QUALITY AND CUSTOMER TRUST AGAINST CUSTOMER RELATIONSHIPS PERFORMANCE OF BANK BPR IN THE CITY OF BANDA ACEH

Authors:
Anggawinata , Mukhlis Yunus , Muhammad Adam

|| ||

Anggawinata1 , Mukhlis Yunus2 , Muhammad Adam3
1. Master of Management Graduate Program Syiah Kuala University Banda Aceh
2,3. Economics Faculty of Syiah Kuala University

MLA 8
Anggawinata, et al. "THE INFLUENCE OF SERVICE QUALITY AND CUSTOMER TRUST AGAINST CUSTOMER RELATIONSHIPS PERFORMANCE OF BANK BPR IN THE CITY OF BANDA ACEH." Int. j. of Social Science and Economic Research, vol. 4, no. 1, Jan. 2019, pp. 70-79, ijsser.org/more2019.php?id=08. Accessed Jan. 2019.
APA
Anggawinata, Yunus, M., & Adam, M. (2019, January). THE INFLUENCE OF SERVICE QUALITY AND CUSTOMER TRUST AGAINST CUSTOMER RELATIONSHIPS PERFORMANCE OF BANK BPR IN THE CITY OF BANDA ACEH. Int. j. of Social Science and Economic Research, 4(1), 70-79. Retrieved from ijsser.org/more2019.php?id=08
Chicago
Anggawinata, Mukhlis Yunus, and Muhammad Adam. "THE INFLUENCE OF SERVICE QUALITY AND CUSTOMER TRUST AGAINST CUSTOMER RELATIONSHIPS PERFORMANCE OF BANK BPR IN THE CITY OF BANDA ACEH." Int. j. of Social Science and Economic Research 4, no. 1 (January 2019), 70-79. Accessed January, 2019. ijsser.org/more2019.php?id=08.

References
[1]. Ghozali, Imam, 2008. Persamaan struktural, Konsep dan Aplikasi dengan Program AMOS Ver.5.0. Semarang : BP UNDIP
[2]. Kotler, P., and K. L. Keller. 2008.Marketing Manegement. Thirteenth Edition. Upper Saddle River, New Jersey: Pearson Prentice Hall.
[3]. Kotler , P. dan Keller , K.L. 2007. Manajemen Pemasaran, Edisi Kedua Belas Jilid 1. Edisi Bahasa Inggris. Pearson Education, Inc. Upper Saddler River, New Jersey, 07458, Edisii Bahasa Indonesia, pada PT. INDEKS -----------, Manajemen Pemasaran, Edisi Kedua Belas Jilid 1. Edisi Bahasa Inggris. Pearson Education, Inc. Upper Saddler River, New Jersey, 07458, Edisi Bahasa Indonesia, pada PT. INDEKS
[4]. Lupiyoadi, R & Hamdani, A. 2006.Manajemen Pemasaran Jasa.Jakarta: Salemba Empat.
[5]. Parasuraman, A., Berry, L.L. and Zeithmal, V.A. 1985. A Conceptual ,Model of Service Quality and Its Implication for Future Research, Journal of Marketing, Vol. 49, pg. 41.
[6]. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. 1988. SERVQUAL: A Multiple Item Scale For Measuring Consumer Perceptions Of Service Quality. Journal of Retailing. Vol. 64 No. 1, pp. 14-40
[7]. Santoso, S. .2007. Structural Equation Modeling: Konsep dan Aplikasi dengan AMOS, Jakarta : PT Elex Media Komputindo.
[8]. Sugiono, 2009. Metodologi Penelitian Untuk Bisnis. Edisi Kedua.Jakarta: Salemba Empat.
[9]. Tjiptono, F. dan Chandra, G. 2007. Service Quality & Satisfaction.Yogyakarta Penerbit ANDI
[10]. Zeithmal, Valarie. A., Berry, Leonard. L.,and Parasuraman, A. 1996. The Behavioral Consequences of Service Quality. Journal of Marketing. Vol . 60, pp . 31 - 46
[11]. Zeithaml at al. 2002. Service Marketing : Integrating Customer Focus Across the Firm. United Stated of America : International Edition. Mc.Graw-Hill.
Journal :
[12]. Mohammad Sadiquen Khan dan Siba Sankar Mahapatra (2011) Service quality evaluation in Internet banking: an empirical study in India
[13]. Mohammad Muzahid akbar dan Noorjahan Parvez, (2009), Impact of service quality, Trust and Customer,Satisfaction on customer loyalty
[14]. Jamil Bojei dan Aryaty alwie (2010), The Influence of relationship Quality on loyalty in Service sector
[15]. I Wayan Jaman Adi Putra (2009), Pengaruh Kualitas Pelayanan terhadap Kinerja Kerelasian Nasabah Fakultas Ekonomi Universitas Negeri Malang

Abstract:
This study aims to look at the effect of the variable quality of service and customer trust towards kerelasian customers in rural banks (BPR) in Banda Aceh. The population in this study is the overall customer Rural Bank city of Banda Aceh, amounting to 11 192 people. Her sample was 170 people, based on the number of indicators which totaled 34. The results showed that the Quality of Service, Customer Trust, and Performance Customer Kerelasian the Rural Bank in Banda Aceh has been going well, because they have an average value close to 4 in unit Likert scale. Quality of Service, Customer Kerelasian affect the performance of Rural Banks in Banda Aceh .. It is mengindikaskan that factors of Service Quality positive effect on performance enhancement Kerelasian Customers in Rural Bank in the city of Banda Aceh. Customer Trust Customer Kerelasian affect the performance of Rural Banks in Banda Aceh .. It is mengindikaskan that Customer Trust factor positive effect on performance enhancement Kerelasian Customers in Rural Bank in the city of Banda Aceh. The coefficient of influence of service quality on customer Kerelasian is 0.28, while the coefficient of influence customer trust towards customer kerelasian is 0.18. Thus Quality Service gives greater influence on customer trust in raising the level of customer kerelasian.