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PENGARUH KUALITAS PELAYANAN, RELATIONSHIP MARKETING DAN KEPERCAYAAN TERHADAP LOYALITAS NASABAH (Studi Kasus Pada BSI KC Bima Soetta 2)
Bank must be hurt work to keep customer loyalty, because it have many competitiors. service quality, relationship marketing and trust is one of the keys to reach customer loyalty. This study aims to determine the effect of service quality, relationship marketing and trust on customer loyalty at BSI KC Bima Soetta 2. The population in this study were customers of BSI KC Bima Soetta 2. The sample was taken as many as 100 respondents using purposive sampling technique with customer criteria that still active with a long time using products/services from BSI KC Bima Soetta 2 for 6 months. The data in this study were obtained through data analysis used were validity test, reliability test, classical assumption test, multiple linear regression analysis, simultaneous test, partial test and coefficient of determination test with IBM SPSS 26. The results of this study indicate that 0.881 or 88.1 % variable customer loyalty can be explained by the three independent variables in the study, namely service quality, relationship marketing and trust together. While the remaining 11.9% is explained by other variables not included in this study such as guarantee, product quality, value, Bank image, customer satisfaction, etc.
FAKULTAS EKONOMI DAN BISNIS ISLAM, UIN SUNAN KALIJAGA YOGYAKARTA
NIM.: 18108020008 Nur Sebariani Ismi Ningsih
PENGARUH KUALITAS PELAYANAN, RELATIONSHIP MARKETING DAN KEPERCAYAAN TERHADAP LOYALITAS NASABAH (Studi Kasus Pada BSI KC Bima Soetta 2) (Text)
PENGARUH KUALITAS PELAYANAN, RELATIONSHIP MARKETING DAN KEPERCAYAAN TERHADAP LOYALITAS NASABAH (Studi Kasus Pada BSI KC Bima Soetta 2) (Other)
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