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 tangible s 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 tangible s to customer loyalty. The t t result only variable assurance and tangible to partial effect on customer loyalty. R 2 test (determination coefficient) is 0,512. It means independent variables ability (reliability, responsiveness, assurance, emp athy , and tangible s ) in explaining dependent variable (customer loyalty) is 51,2%.