PENGARUH KUALITAS PELAYANAN DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH PADA PT. BANK PERMATA TBK
Abstract
This study aims: 1) To find out and analyze the effect of service quality on customer loyalty at PT. Bank Permata Tbk. 2) To find out and analyze the effect of customer satisfaction on customer loyalty at PT. Bank Permata Tbk. 3) To find out and analyze the influence of service quality and customer satisfaction together on customer loyalty at PT. Bank Permata Tbk. This research is quantitative descriptive. The population in this study was 4,564 customers of PT. Bank Permata Tbk. From this population 10% of the population is taken so that the number of samples is 10% x 4,564 customers = 456 customers. The results of this study indicate that: 1) Service quality has an influence on customer loyalty. 2) Customer satisfaction has a joint influence on customer loyalty. 3) Service quality and customer satisfaction have an influence on customer loyalty.
Keyword: Service Quality, Customer Satisfaction, Customer Loyalty
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