Pengaruh Customer Focus terhadap Loyalitas Nasabah PT Bank Muamalat Indonesia, Tbk Cabang Bogor

Abstract

Customer focus is a strategy that prioritizes all services based on the needs of our customers and become one of the micro factors that affect a company's performance changes and the development of an organization and also as one of the variables that significantly affect employee and business performance. Research objectives: (1) Describe the form of customer focus by PT (Bank Muamalat Indonesia) BMI, Tbk Branch Bogor, (2) analyze the effect on customer loyalty customer focus at PT BMI, Tbk Branch Bogor and (3) variables of customer focus which one has the factor most dominant in affecting customer loyalty. Then performed multiple linear regression analysis on customer focus indicator to determine the influence of customer focus on customer loyalty. Processing and analysis of data using multiple linear regression analysis with indicators of customer focus to analyze the influence of customer focus on customer loyalty, with 50 respondents were obtained by sampling techniques. The results showed that perceptions of service Tbk PT BMI Branch Bogor, which is customer focus variable has the most dominant influence in affecting customer loyalty is the costumer identification.

Customer focus merupakan strategi yang mengutamakan segala layanan berdasarkan kebutuhan nasabah dan menjadi salah satu faktor mikro dalam suatu perusahaan yang memengaruhi perubahan dan pengembangan kinerja suatu organisasi dan juga sebagai salah satu peubah yang secara nyata memengaruhi kinerja karyawan dan kinerja bisnis. Tujuan penelitian : (1) menjabarkan bentuk Customer Focus yang dilakukan PT Bank Muamalat Indonesia (BMI), Tbk Cabang Bogor, (2) menganalisis pengaruh Customer Focus terhadap loyalitas nasabah pada PT BMI, Tbk Cabang Bogor dan (3) Peubah dari Customer Focus yang manakah yang memiliki faktor yang paling dominan dalam mempengaruhi loyalitas nasabah. Pengolahan dan analisis data menggunakan analisis regresi linear berganda dengan indikator customer focus untuk menganalisis besar pengaruh customer focus terhadap loyalitas nasabah, dengan responden 50 orang yang diperoleh dengan teknik penarikan contoh. Hasil penelitian menunjukkan bahwa persepsi pelayanan PT BMI Tbk Cabang Bogor, yaitu peubah customer focus memiliki pengaruh yang paling dominan dalam memengaruhi loyalitas adalah aktivitas pengidentifikasian nasabah.