Pengaruh Kualitas Pelayanan dan Kepuasan terhadap Loyalitas pada Nasabah PT. Bank Pembangunan Daerah Jawa Tengah Cabang Pembantu Gombong
Keywords:
service quality, satisfaction, loyaltyAbstract
Interference in the banking industry is increasingly unavoidable. At the moment, Only banks that are able to provide the best service to customers can progress and develop. Bank Jateng is committed to maintaining trust customer loyalty is maintained. There are several factors that can influence it Loyalty includes service quality and satisfaction. Based on p Therefore, the author is interested in conducting research with the title InfluenceService Quality and Satisfaction with Loyalty to PT Customers. Bank Central Java Regional Development, Gombong Sub-Branch. Population on This research includes customers who have actively used products from PT. Central Java Regional Development Bank, Gombong Sub-Branch during 5 years. The number of samples taken was 30 people using sampling techniques aim. The data analysis technique used is linear regression analysis simple, coefficient of determination, T test, and F test. Multiple linear regression test results shows a constant of 2.137, the b1 value is 0.390 and b2 is 0.466. The coefficient of determination test results show an Adjusted R square value of 0.770. This means that service quality and satisfaction contribute as much as 77.0% towards loyalty. The t test results show the calculated value of service quality greater than t table (4.351 > 1.703), and the calculated t value of satisfaction is greater thant table (3.318 > 1.703). The F test results show that the F value is 49.513 which is greater of 4, and a sig value of 0.000 (< 0.05).
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