Analisis Pengaruh Customer Orientation Of Service Of Employees (COSE), Customer Orientation Behavior (COB), Dan Trust Terhadap Satisfaction Dan Retention Pada Nasabah Bankaltimtara Di Kota Samarinda --Ed. 1

ABSTRACT
ANALYSIS THE INFLUENCE OF CUSTOMER ORIENTATION OF SERVICE
EMPLOYEES (COSE), CUSTOMER ORIENTATION BEHAVIOR (COB),
AND TRUST TO SATISFACTION AND RETENTION ON KALTIMTARA
BANK CUSTOMER IN EAST KALIMANTAN
NIKITA DWI AGUSTIN
The purpose of this study was to analyze and prove the influence of
Customer Orientation of Service Employees on Satisfaction on Kaltimtara
bank customer in East Kalimantan, the influence of Customer Orientation
Behavior on Satisfaction on Kaltimtara bank customer in East Kalimantan,
Trust in Satisfaction on Kaltimtara Bank customer East Kalimantan, Customer
of Service Employees influence on Retention on Kaltimtara bank in East
Kalimantan, the influence of Customer Orientation Behavior on Retention on
Kaltimtara bank customer in East Kalimantan, the influence of the Trust on
Retention on Kaltimtara bank customer in East Kalimantan, and the influence
of Satisfaction on Retention on Kaltimtara bank customer in East Kalimantan.
And this study uses a survey method with 108 samples scattered in province
of East Kalimantan with the sampling technique Accidental Sampling Method.
Respondents were only interviewed once when meeting (cross section). Data
from respondents (Primary Data) are then tabulated and tested using
statistical methods. Data is collected using research aids (questionnaires)
that have been tested for validity and reliability. From the results of the test
all instruments of the research question were declared valid (coefficient
value> 0.30) and stated reliably (negative value> 0.60).
The results of the study after statistical tests using SEM-AMOS
version 5.0 showed that the following results Customer Orientation of Service
Employees significantly affected Satisfaction on Kaltimtara bank customer in
East Kalimantan, Customer Orientation Behavior has no significant effect on
Satisfaction on Kaltimtara bank customer in East Kalimantan, Trust has a
significant effect on Satisfaction on Kaltimtara bank customer in East
Kalimantan, Customer Orientation of Service Employees has no significant
effect on Retention on Kaltimtara bank customer in East Kalimantan,
Customer Orientation Behavior has no significant effect on Retention on
Kaltimtara bank customer in East Kalimantan, Trust has a significant effect
on Retention on Kaltimtara bank customer in East Kalimantan, and
Satisfaction has a significant effect on Retention on Kaltimtara bank customer
in East Kalimantan.
Kata Kunci: Customer Orientation of Service Employees,Customer
Orientation Behavior,Trust,Satisfaction,Retention.
ABSTRAK
ANALISIS PENGARUH CUSTOMER ORIENTATION OF SERVICE
EMPLOYEES (COSE), CUSTOMER ORIENTATION BEHAVIOR (COB),
DAN TRUST TERHADAP SATISFACTION DAN RETENTION PADA
NASABAH BANKALTIMTARA DI KOTA SAMARINDA
NIKITA DWI AGUSTIN
Tujuan dari penelitian ini adalah untuk menganalisis dan membuktikan
pengaruh Customer Orientation of Service Employees terhadap Satisfaction
pada nasabah Bankaltimtara di Kota Samarinda, pengaruh Customer
Orientation Behavior terhadap Satisfaction pada nasabah Bankaltimtara di
Kota Samarinda, pengaruh Trust terhadap Satisfaction pada nasabah
Bankaltimtara di Kota Samarinda, pengaruh Customer Orientation of Service
Employees terhadap Retention pada nasabah Bankaltimtara di Kota
Samarinda, pengaruh Customer Orientation Behavior terhadap Retention
pada nasabah Bankaltimtara di Kota Samarinda, pengaruh Trust terhadap
Retention pada nasabah Bankaltimtara di Kota Samarinda, dan pengaruh
Satisfaction terhadap Retention pada nasabah Bankaltimtara di Kota
Samarinda. Dan penelitian ini menggunakan metode survei dengan sampel
108 yang tersebar di Kota Samarinda dengan teknik pengambilan sampel
Accidental Sampling Methode. Responden hanya diwawancarai satu kali
ketika bertemu (cross section). Data dari responden (Primary Data) kemudian
ditabulasikan dan diuji menggunakan metode statistik. Data dikumpulkan
dengan menggunakan alat bantu penelitian (kuisioner) yang telah diuji tingkat
validitas dan reliabilitasnya. Dari hasil uji tersebut seluruh instrumen
pertanyaan penelitian dinyatakan valid (nilai koefisien > 0.30) dan dinyatakan
reliabel (nilai alpa > 0.60).
Hasil penelitian setelah dilakukan uji statistik dengan alat bantu SEMAMOS
versi 5.0 menunjukan hasil sebagai berikut Customer Orientation of
Service Employees berpengaruh signifikan terhadap Satisfaction pada
nasabah Bankaltimtara di Kota Samarinda, Customer Orientation Behavior
tidak berpengaruh signifikan terhadap Satisfaction pada nasabah
Bankaltimtara di Kota Samarinda, Trust berpengaruh signifikan terhadap
Satisfaction pada nasabah Bankaltimtara di Kota Samarinda, Customer
Orientation of Service Employees tidak berpengaruh signifikan terhadap
Retention pada nasabah Bankaltimtara di Kota Samarinda, Customer
Orientation Behavior berpengaruh tidak signifikan terhadap Retention pada
nasabah Bankaltimtara di Kota Samarinda, Trust berpengaruh signifikan
terhadap Retention pada nasabah Bankaltimtara di Kota Samarinda, dan
Satisfaction berpengaruh signifikan terhadap Retention pada nasabah
Bankaltimtara di Kota Samarinda.
Keyword: Customer Orientation of Service Employees, Customer Orientation
Behavior,Trust,Satisfaction,Retention.