Pengaruh Relationship Marketing (Pemasaran Relasional) Terhadap Kepuasan Nasabah Serta Dampaknya Pada Loyalitas Nasabah (Survei Pada Nasabah Tabungan Bank Central Asia Kantor Cabang Pembantu Dinoyo Kota Malang)

The purpose of this research is to know the effect of Relationship Marketing variable toward Customers' Satisfaction and the impact to Customers' Loyalty. The type of this research is explanatory research with quantitative approach. Population is among customer of Bank Central Asia Branch Office Dinoyo Malang which quantity of the sample is 116 respondent. Purposive sampling used as technique sampling which the criteria are respondent within the age of 17 years old and above, has savings book, and has been the customer of Bank Central Asia Branch Office Dinoyo Malang for at least 3 years. Method of data collection that used is questionnaires. Data analysis that used is descriptive analysis and path analysis. Result of this research showing that Relationship Marketing has significant effect to Customer's Satisfaction, Customer's Satisfaction has significant effect to Customer's Loyalty, and Relationship Marketing has significant effect to Customer's Loyalty