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Pengaruh Kualitas Pelayanan Dan Kepuasan Pelanggan Terhadap Loyalitas Nasabah Pt Bank Rakyat Indonesia Cabang Padang

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  • Putra, Yosep Eka
  • Aziz, Nazaruddin

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.

Suggested Citation

  • Putra, Yosep Eka & Aziz, Nazaruddin, 2019. "Pengaruh Kualitas Pelayanan Dan Kepuasan Pelanggan Terhadap Loyalitas Nasabah Pt Bank Rakyat Indonesia Cabang Padang," OSF Preprints hcsw2, Center for Open Science.
    • Handle: RePEc:osf:osfxxx:hcsw2
    DOI: 10.31219/osf.io/hcsw2
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