Pengaruh Kualitas Pelayanan terhadap Kinerja Kerelasian Nasabah

The objectives of the research are to know: (1) the situation of service quality (tangible, empathy, reliability, responsiveness, assurance) of bank which perceived by customer of BNI Prima product and customer relationship performance (financial, social, and customization bonds), and customer loyalty of BNI Prima product; (2) the influence of service quality (tangible, empathy, reliability, responsiveness, assurance) of bank which perceived by customer on customer relationship performance (financial, social, and customization bonds). The sources of data are all customers of BNI Prima product at each branch offices of BNI bank which offered BNI Prima product in marketing area of East Java. The election of 144 respondents from 150 that are planned uses simple random sampling technique and allocated proportion­ally, the methods of collecting data are questionnaire, interview, and slider of document. The methods of analysis are: (I) descriptive analysis; and (2) hypothesis testing by Structural Equation Modeling (SEM). The results of descriptive analysis are: (1) Totally, the level of service quality (tangible, empathy, reliability, responsiveness, assurance) of bank which perceived by customer is dissatisfied category, but they have high effectiveness category; (2) Totally, the level of customer relationship performance (financial, social, and customization bonds) is very high effectiveness category, but dissatisfied category. The results of hypothesis testing the service quality (tangible, empathy, reliability, responsiveness, assurance) of bank which per­ceived by customer of BNI Prima product are influencing positively and significant on customer relation­ship performance (financial bonds, social bonds, customization bonds). Keywords: service quality, customer relationship performance