ANALISIS PENGARUH DIMENSI KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH DENGAN IMPLIKASI LOYALITAS PADA PT. BANK TABUNGAN PENSIUNAN NASIONAL, Tbk CABANG KERTAJAYA SURABAYA

This research is on the analysis of the influence of the dimensions of service quality toward the satisfaction and its implication on the loyalty of the customers of PT Bank Tabungan Pensiunan Nasional (BTPN) of Surabaya branch. This is a causal research using primary data gathered from the questionnaire filled by BTPN’s 125 customers. The respondents are chosen using systematic random samplings due to the data of the customers have already been in the database of Personal Banking Officer (PBO). The result of this research indicates that reliability, responsiveness, tangible have positive significant toward satisfaction but assurance and empathy have positive insignificant effect on satisfaction beside satisfaction have positive significant toward loyalty. Referring to the result focusing on the weakness score of mean and the test result o f hypotheses, some implications are put forward to BPTN to consider in order to be able to provide better service quality namely in reliability and responsiveness in which there should be more strictly-time based service, in assurance, and satisfaction, there should better analysis on the SOP to refer in controlling the service process; in empathy, there should be on time in starting the counter it should be, in tangible, there should be renew policy in the facilities. Keywords: reliability, responsiveness, assurance, empathy, tangible (SERQUAL), satisfaction and loyalt