PENGARUH KUALITAS JASA TERHADAP LOYALITAS NASABAH KREDIT (Studi kasus pada PT.BPR - BKK GROGOl)

Abstract

This research aim to know the effect of service quality to customer loyalty with customer satisfaction in mediator variable in customer Banking in BPR – BKK Grogol.  The analysis in this research used multiple linear regression test,  t test, F test and determination coefficient test. The result of this research shown reliability,  responsiveness, assurance, empathy, and tangibles are positively effects to customer loyalty in model I and not significance in model II. Significance test value of  F = 0,000. That’s mean there are the effect simulating of reliability,  responsiveness, assurance, empathy, and tangibles to customer loyalty. The t t result only variable assurance and tangible to partial effect on customer loyalty. R² test (determination coefficient) is 0,512. It means independent variables ability (reliability, responsiveness, assurance, empathy, and tangibles) in explaining dependent variable (customer loyalty) is 51,2%.