The Analysis of influence between service quality and sitisfaction towards customer loyalty case study at PT. Bank Negara Indonesia (PERSERO), Tbk
| Main Author: | OCTARIANI, Erika Nur |
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| Format: | Bachelors |
| Terbitan: |
Fakultas Ekonomi dan Bisnis
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Daftar Isi:
- The main purpose of this research is to analyze and know about the influence of service quality, customer satisfaction influence to customer loyalty at PT. Bank Negara Indonesia (persero), tbk. The indicators for this research Such as: Services Quality (X1), Satisfaction (X2), and Customer Loyalty (Y) as dependent variable. In getting data and information, the researcher took 50 respondents as a sample. The researcher got the primary data from a field research in Jakarta that is supported by secondary data, and then using double to account of the statistics methods from linier regression and correlation for analysis and the hypothesis. The result of research has been shows; there is a correlation about 0.647 means there is a positive influence between services quality and satisfaction towards customer loyalty. From the multiple linier regressions similarity have influence to customer loyalty is the customer satisfaction variable around 0.459 from the services quality significance is 0.027. The Keyword is: Services Quality, Satisfaction, and Customer Loyalty