PENGARUH KUALITAS PELAYANAN FRONTLINER DAN KEPUASAN NASABAH TERHADAP LOYALITAS PELANGGAN PADA PT. BANK NEGARA INDONESIA (PERSERO) TBK KANTOR CABANG PEMBANTU UNJ RAWAMANGUN

ABSTRACT Ariyo Nur Putranto, 8215109132: The influence of Frontliner’s Service Quality and Customer’s Satisfaction Toward’s Customer’s Loyalty: PT. Bank Negara Indonesia (Persero) Tbk Branch Office UNJ Rawamangun. Research paper, Jakarta: Marketing Management Program, Department of Management, Faculty of Economics, State University of Jakarta, May 2014. The function of a bank is an intermediary between the people who need excess funds with public funds. In addition on providing other financial services, see BNI products now enjoy a lot in the community, the authors wanted to know all sorts of products and advertising funds to increase the interest of saving existing customers at BNI and benefits offered to the customer. The purpose of this study is towards to determine the Effect of Frontliner’s Service Quality and Customer Satisfaction toward Customer Loyalty In PT. Bank Negara Indonesia Branch Office UNJ both individually and jointly. The method used was a survey method by collecting data through research instruments, and distributed questionnaires to customers and the results were analized SPSS20 program. The population in this study are customer of PT. Bank Negara Indonesia Branch Office UNJ. Samples taken this study were 95 customers. Samples taken by samples taken by simple random sampling technique (in which every member of the population is given an equal opportunity to be the study sample). Test of data quality was using validity and reliability testing. Data were analyzed using multiple linear regression analysis, T test, F test, test the coefficient of determination, and accompanied by the classic assumption test. The results of multiple linear regression analysis showed that the variables of service quality and customer satisfaction variables were significant positive effect on customer loyalty at PT. Bank Negara Indonesia Branch Office UNJ, this is indicated by the number of positive regression coefficient. T test result explained that the variable quality of service and customer satisfaction variables individually significant effect on customer loyalty at PT. Bank Negara Indonesia Branch Office UNJ, this is indicated by the significance of the number generated on each variable is below 0.05. F test results explained that the variable quality of service and customer satisfaction variables jointly have a significant effect on customer loyalty at PT. Bank Negara Indonesia Branch Office UNJ, this is indicated by the significance of the resulting figure is below 0.05. Based on the results of the coefficient of determination can be explained that the effect of customer loyalty PT. Bank Negara Indonesia Branch Office UNJ is 87.9 % while the rest ( 100 % - 87.9 % = 22.8 % ) is explained by other variables that are not used in this study. Keywords: Quality of Service and Customer Satisfaction to Customer Loyalt