ANTECEDENTS AND CONSEQUENCES OF COMMITMENT FROM COSTUMERS OF BCA FINANCE IN JAKARTA

Abstract

The background of this study was the situations that customers loyalty in a crucial constructs in marketing area, especially in relationship management. The aims of this study was to analyze the influence of trust, information sharing, customer satisfaction against word-of-mouth referrals, marketing research support and increased repatronage intentions through commitment to customer of BCA Finance in Jakarta. The research design was applied to the customer of BCA Finance in Jakarta with purposive random sampling methods, the analysis of research method in this study was using the structural equation model method which use AMOS 8.0 program with 5% sampling error. Totally sample number in this was 257 costumers of BCA Finance in Jakarta. The results of this study conclude that trust, information sharing, customer satisfaction have a positive influence against word-of-mouth referrals, marketing research support and increased repatronage intentions through commitment. Thus this research conclude that the company excelsior applies trust information sharing and customer satisfaction will increase word-of-mouth referrals, marketing research support and increased repatronage intentions to customers and influences commitment of customersCustomer retentions, customer satisfaction, customer loyalty, customer orientation, retailing, loyalty schemes, communication, relationship marketing, trust