Pengaruh Kualitas Pelayanan Terhadap Loyalitas Nasabah Dengan Kepuasan Dan Kepercayaan Nasabah Sebagai Variabel Intervening (Studi Empiris Nasabah Pd. Bank Perkreditan Rakyat Bkk Boyolali Kota)

The purpose of this study is to examine the influence of service quality, satisfaction and customer loyalty customer confidence in PD. BPR BKK Boyolali City. This study is a survey research. The data used are the primary data by sampling PD clients. BPR BKK minimal Boyolali City has been two years. Data collection instrument in the form of a questionnaire that measured with a Likert scale. Questionnaires were sent to the customer as respondent through the front office staff at the bank concerned by the number of respondents of 100 respondents. Data analysis methods were tested with the test of validity, reliability test, partial test (t test), tests simultaneously (F test), R square test and analysis of test lanes. T test results as follows: (1). Variable Quality of Service Customer Satisfaction significant effect, (2). Quality of Service Variables significant effect on customer confidence, (3). Satisfaction variable significant effect on Customer Loyalty, (4). Belief variables were not significant effect on Customer Loyalty, (5). Keywords: customer loyalty, customer confidence, customer satisfaction and service qualit