PENGARUH KUALITAS PELAYANAN, CITRA PERUSAHAAN, DAN KEPERCAYAAN TERHADAP LOYALITAS NASABAH

Abstract

Customer’s loyalty, costumer’s satisfaction, to temain to be a consumer of the bank, this research aims to find out the effect of service quality, company image, and trust in customers’ loyalty. The population is the customers of Central Asia Bank branch Veteran, Surabaya. While the sampling collection technique uses accidental sampling with a total sample of 100 people. Moreover, the data analysis technique uses multiple regression linear with SPSS (Statistical Product and Service Solutions) Statistic 22.This type of research shows that service quality, company image, and trust have an effect on customers’ loyalty. Meanwhile, the result indicates the model is appropriate to be used for the next analysis. From the hypothesis testing; the variables of service quality, company image and trust have a positive effect on customers’ loyalty. This condition shows that the better the quality of service lead for the best company image. Consequently, the customers’ trust would increase their loyalty.
Keywords: service quality, company image, trust, customer Loyality