PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH BANK BNI KCP UNJ PADA MAHASISWA FAKULTAS EKONOMI UNIVERSITAS NEGERI JAKARTA

MAULANA KURNIA SANDI, The Effect of Service Quality toward Customer Loyalty of BNI KCP UNJ on Faculty of Economics Students, State University of Jakarta. This research was conducted at the Faculty of Economics, State University of Jakarta, for 5 months from March to July 2019. The purpose of this study was to determine the effect of service quality toward customer loyalty of BNI KCP UNJ on Faculty of Economics Students, State University of Jakarta. Researchers used a survey method with a correlational approach, the population used was all students of the Faculty of Economics, State University of Jakarta. The sampling technique used was 119 purposive sampling techniques. While this research analysis technique uses simple linear regression. The hypothesis of this study shows that there is a positive and significant effect between service quality on loyalty, this hypothesis is proved by the tvalue of the quality of service was 5,236> ttable 1.65810. Thus, it can be concluded that the coefficient is significant. The simple regression equation obtained is Ŷ = 7.48 + 0.387X. Effect of Service Quality on Loyalty obtained from the coefficient of determination X₁ of 19%. So the ability of service quality variables to explain loyalty gets the coefficient of determination 19% while the remaining 81% is influenced by other factors outside of this study. Keywords: Loyalty, Service Qualit