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%