Pengaruh Kualitas Pelayanan dan Corporate Social Responsibility Terhadap Citra Perusahaan

Risna Nurjanah, Ade Sofyan Mulazid

Abstract


Abstract

This research aims to analyze the quality of service and corporate social responsibility BNI Syariah against corporate image in PT BNI Syariah Center, Jakarta. Sampling technique used in this research is convenience sampling method, then the data in the process by using multiple linear regression analysis method. Sample in this research is BNI Syariah Center customer, Jakarta amounts to 100 respondents. This research is a quantitative research and data analysis method using multiple liniear regression. The result of this research shows that partially the service quality and corporate social responsibility variables significantly influence the image of the company in syariah bank. Simultaneously the service quality and corporate social responsibility variables significantly influence the image of the company in syariah bank at the level of significance less than 0.05 or 5%.

Abstrak

Penelitian ini bertujuan untuk menganalisis kualitas pelayanan dan corporate social responsibility BNI Syariah terhadap citra perusahaan di PT BNI Syariah Pusat, Jakarta. Teknik pengambilan sampel yang digunakan dalam penelitian ini adalah metode convenience sampling. Kemudian data diproses dengan menggunakan metode analisis regresi linear berganda. Sampel dalam penelitian ini merupakan nasabah BNI Syariah Pusat, Jakarta berjumlah 100 responden. Penelitian ini adalah penelitian kuantitatif dan metode analisis data menggunakan regresi liniear  berganda. Hasil dari penelitian ini menunjukan bahwa secara parsial variabel kualitas pelayanan dan corporate social responsibility berpengaruh secara signifikan terhadap citra perusahaan di bank syariah. Secara simultan variabel kualitas pelayanan dan corporate social responsibility berpengaruh secara signifikan terhadap citra perusahaan di bank syariah pada tingkat signifikansi kurang dari 0,05 atau 5%.


Keywords


Service Quality; Corporate Social Responsibility; Image Company

Full Text:

PDF

References


Adona, F. (2006). Citra dan Kekerasan Dalam Iklan Perusahaan di Televisi. Padang: Andalas University Press.

Bhardwaj, P., Chatterjee P., Demir, K. D., & Turut, O. (2018). When and How Is Corporate Social Responsibility Profitable? Journal of Business Research, 84(3): 206-219.

Budimanta, A., Prasetijo, A., & Rudito, B. (2004). Corporate Social Responsibility, Jawaban bagi Model Pembangunan Indonesia Masa Kini. Jakarta: ICSD.

Chang, Y. H., & Yeh, C. H. (2017). Corporate Social Responsibility and Customer Loyalty in Intercity Bus Services. Journal Transport Policy, 59: 38-45.

Dick, A. S., & Basu, K. (1994). Customer Loyalty: Toward an Integrated Conceptual Framework. Journal of the Academy of Marketing Science, 22, 99-113.

Doney, P. M., & Cannon, J. P. 1997. An Examinitation of The Nature of Trust in Buyer-Seller Relationship. Journal of Marketing, 61(1): 35-51.

Elkington, J. (1998). Cannibals With Forks: The Triple Bottom Line in 21st Century Business, Gabriola Island. BC: New Society Publishers.

Firdaus, T. R. F., & Idris. (2014). Pengaruh Corporate Social Responsibility, Kualitas Pelayanan dan Promosi terhadap Brand Image Telkomsel di Kota Padang. Jurnal Riset Manajemen Bisnis dan Publik, 2(2): 1-12.

Fitriani, P. (2012). Pengaruh Kegiatan Corporate Social Responsibility Terhadap Citra Perusahaan (studi pada program Beasiswa Unggulan CIMB Niaga 2011) [Skripsi]. Depok: Universitas Indonesia.

Ghozali, I. (2011). Aplikasi Analisis Multivariate Dengan Program SPSS. Semarang: Badan Penerbit Universitas Diponegoro.

Hidayah, E., & Pamungkas, W. (2012). Analisis Pengaruh Karakteristik Perusahaan Terhadap Pengungkapan Tanggungjawab Sosial Perusahaan dalam Laporan Tahunan Perusahaan Manufaktur yang Terdaftar di BEI Periode 2009-2010. Jurnal Aplikasi Bisnis, 13(9): 1487-1504

Jasfar, F. (2009). Manajemen Jasa Pendekatan Terbaru. Bogor: Ghalia Indonesia.

Karsono. (2008). Pengaruh Komitmen Organisasi Terhadap Kinerja Dengan Motivasi dan Kepuasan Kerja Sebagai Variabel Pemedisi. Jurnal Akuntansi dan Bisnis, 3(1): 34-67.

Kotler, P. (1997). Marketing Management Analysis, Planning, Implementation and Control 9th ed. New Jersey: Prentice Hall.

Kotler, P. (2002). Manajemen Pemasaran. Jakarta: Prebalindo.

Kotler, P., & Lee, N. (2005). Corporate Social Responsibility: Doing the Most Good for Your Company and Your Cause. New Jersey: John Wiley & Sons Inc.

Kotler, P., & Keller, K. L. (2012). Marketing Management. New Jersey: Pearson Prentice Hall Inc.

Mallin, C., Farag, H., & Yong, K. O. (2014). Corporate Social Responsibility and Financial Performance in Islamic Banks. Journal of Economic Behavior & Organization, 103(6): 221-238.

Mardikanto, T. (2014). Tanggungjawab Sosial Korporasi. Bandung: Alfabeta.

Monitor, B. H. T. (2001). When Consumer Trust Goes, So Do Customers; The Booth/Harris Trust Monitor Finds Service is Key to Maintaining Consumer Loyalty. Retrieved from http://www.thefreelibrary.com/

Mulyana., & Sari, D. A. W. (2013). Implementasi Corporate Social Responsibility Sebagai Bentuk Citra Perusahaan dan Loyalitas. Jurnal Ekobis, 14(2): 90-104.

Nguyen, N., & LeBlanc, G. (2001). Image and Reputation of Higher Education Institutions in Students’ Retention Decisions. International Journal of Educational Management, 15(6):303-311.

Prastowo, J., & Huda, M. (2011). Corporate Social Responsibility, Kunci Meraih Kemuliaan Bisnis. Yogyakarta: Samudera Biru.

Rini, A. S., & Sulistyawati, E. (2012). Pengaruh Brand Trust, Customer Satisfaction dan Corporate Responsibility Terhadap Brand Loyalty. Jurnal Manajemen, Strategi Bisnis dan Kewirausahaan, 510-529.

Tjiptono, F. (2010). Strategi Pemasaran Ed-2. Yogyakarta: Andi.

Wibisono, Y. (2007). Membedah Konsep Aplikasi Corporate Social Responsibility. Jakarta: Fashco Publishing.

Yuen, K. F., Thai, V. V., Wong, Y. D., & Wang, X. (2018). Interaction Impacts of Corporate Social Responsibility and Service Quality on Shipping Firms’ Performance. Journal Transportation Research Part A, 113(4): 397-409.

Zeithaml, V, A., Parasuraman, A., & Berry, L. L. (1985). Problems and Strategies in Services Marketing. Journal of Marketing, 49(2): 33-46.




DOI: http://dx.doi.org/10.18326/muqtasid.v9i1.40-53

StatisticsArticle Statistic

This article has been read : 148 times | PDF file viewed : 112 times

Refbacks

  • There are currently no refbacks.




                                                                

Creative Commons License

MUQTASID by http://muqtasid.iainsalatiga.ac.id/ is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

MUQTASID Jurnal Ekonomi dan Perbankan Syariah IAIN SALATIGA p-ISSN: 2087-7013, e-ISSN: 2527-8304