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Service Quality Towards Bank Customer Loyalty (Empirical Study at BNI USU Medan)

Author

Listed:
  • Dedy Ansari Harahap

    (Universitas Islam Bandung)

  • Ratih Hurriyati

    (Universitas Pendidikan Indonesia, Bandung, Indonesia.)

  • Disman ,

    (Universitas Pendidikan Indonesia, Bandung, Indonesia.)

  • Vanessa Gaffar

    (Universitas Pendidikan Indonesia, Bandung, Indonesia.)

  • Dita Amanah

    (Universitas Negeri Medan, Indonesia.)

Abstract

This study aims to analyze the influence of service quality on customer loyalty at PT. BNI (Persero), Tbk USU Medan. This study used a quantitative approach with an explanatory type of research. The sample were 120 respondents and processed statistically using simple linear regression method. The results show that service quality positively has a significant effect on customer loyalty. These findings indicate that good service quality will encourage the interest of customers to conduct transactions continuously and repeatedly in the present and future in a bank.

Suggested Citation

  • Dedy Ansari Harahap & Ratih Hurriyati & Disman , & Vanessa Gaffar & Dita Amanah, 2019. "Service Quality Towards Bank Customer Loyalty (Empirical Study at BNI USU Medan)," European Journal of Business and Management Research, European Open Science, vol. 4(5), September.
    • Handle: RePEc:epw:ejbmr0:v:4:y:2019:i:5:id:50115
    DOI: 10.24018/ejbmr.2019.4.5.115
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