PENGARUH KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS NASABAH PT BANK RAKYAT INDONESIA CABANG PADANG

Yosep Eka Putra and Nazaruddin Aziz

No hcsw2, OSF Preprints from Center for Open Science

Abstract: The aim of this study is to analyze the influence of service quality and customer satisfaction to customer loyalty at PT. Bank Rakyat Indonesia of Padang Branch Office. Samples are taken using Proportionate Cluster Random Sampling obtained of 100 customers. The study instrument is using questionnaire. The data is analyzed using Path Analysis. The result of the study showed that there is significant influence of service quality and customer satisfaction to customer loyalty. The influence of service quality to customer satisfaction is 61,5%, and the influence of service quality to customer loyalty is 54,6%. It is recommended to PT. Bank Rakyat Indonesia of Padang Branch Office to increase its service quality and customer satisfaction, because this study has proven that these variables have influenced to customer loyalty.

Date: 2019-03-21
New Economics Papers: this item is included in nep-sea
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Persistent link: https://EconPapers.repec.org/RePEc:osf:osfxxx:hcsw2

DOI: 10.31219/osf.io/hcsw2

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