PENGARUH KUALITAS LAYANAN DAN KEPUASAN TERHADAP LOYALITAS NASABAH DALAM MENABUNG DI BANK BCA SIDOARJO

Competition of banking service in Indonesia is increasingly tight. Service quality and satisfaction have significant influence toward loyalty of saving accounts customer of Bank BCA Sidoarjo. Aim of this research is to know service quality offered by Bank BCA as well as to learn relationship between factors of service quality, satisfaction and loyalty of which are important in bank management which can be used to review characteristic of the bank as experienced by customer. This research emphasize primary data obtained from respondent that is customer of the bank BCA this research uses multiple linear regression analysis technique. The size of sample used 120 respondents. Results of the research indicate that all service quality variables physic , tangible, reliability, responsiveness, assurance, and empathy have positive and significant effect toward to customer satisfaction. In addition, the service quality variables partial influence of customer satisfaction. This indicates that reliability and empathy have positive significant influence toward of customer loyalty. While physic, tangible, responsiveness, and assurance have no significant influence toward of customer loyalty. Meanwhile to variable customer satisfaction has positive significant influence toward of customer loyalty. Keywords: Service Quality, Satisfaction, Customer loyalt