ANALISIS PENGARUH KOMITMEN, KEPUASAN DAN KEPERCAYAAN TERHADAP LOYALITAS NASABAH (Survei pada Bank BRI Kantor Cabang Jakarta Artha Gading)

ABSTRACT IDO RIDWAN FIDYANTO. Analysis of Influence Commitment, Satisfaction and Trust, to Customer Loyalty (Survey on Bank BRI Branch Office Artha Gading Jakarta). Faculty of Economics, University of Jakarta. 2016. This study aims to clarify the description of the commitment, customer satisfaction, customer trust and customers loyalty of Bank BRI Branch Office Artha Gading Jakarta as well as to analyze the effect of variable commitment, satisfaction and trust toward loyalty. Design of this research is the description. Methods of data analysis used in this research is multiple linear regression analysis. The population in this study are all customers of Bank BRI Branch Office Artha Gading Jakarta who opened a savings account deposits. Sample of respondents in this study were 150 respondents. Data were collected using a survey method using a questionnaire containing a list of statements made directly to the respondents, namely customer deposits which have a deposit account for one year. The results of descriptive analysis showed that: a) In the results of the index calculation commitment has four dimensions: affective commitment, calculative commitment, normative commitment, and continue to use, shows that high interpretation. b) In the calculation results of the satisfaction index has four dimensions, namely comfort, physical evidence, pricing, and product innovation, suggesting that high interpretation. c) In the calculation results of the confidence index that has three dimensions: integrity, wisdom, and credibility, suggesting that high interpretation. d) In the calculation results loyalty index that has three dimensions: attitudes loyal, loyal attitude, and cognitive loyalty, showing that high interpretation. While the findings of the regression analysis showed that commitment, satisfaction and trust influence significant and positive on customer loyalty BRI Bank Artha Gading Jakarta Branch Office. Keyword: commitment, satisfaction, trust, loyalty