PENGARUH KUALITAS PELAYANAN DAN FASILITAS TERHADAP LOYALITAS NASABAH PADA BANK BRI DI TIMOR – LESTE

Abstract

Business competition in banking, which focuses on service quality and facilities, looks to increase in number.
This happens as banking companies compete with each other to have their target market. While, the companies
are determined to give trust to costumers. This research aimed to examine and analyze the effect of service
quality and facilities of BRI Timor Leste on costumers’ loyalty. Moreover, the research was quantitative.
Furthermore, the population was costumersof the deposit account of BRI, branch Timor Leste. Additionally, the
data collection technique used accidental sampling , in which the sample was taken accidentally when the
researcher came and observed. In line with, there were 138 samples of costumers of the deposit account of BRI,
branch Timor Leste. In addition, the data analysis technique used multiple linear regression with SPSS 24. For
the research result, it cocluded, service quality had a positive and significant effect on costumers’ loyalty.
Likewise, facilities quality had a positive and significant effect on costumers’ loyalty. In short, the better the
service and facilities quality was, the higher the costumers’ loyalty would be.

Keywords: service quality, facilities, customers’ loyalty.