PENGARUH KUALITAS LAYANAN, KEPERCAYAAN, DAN KEPUASAN TERHADAP LOYALITAS NASABAH (Studi Pada Bank Jatim Kantor Cabang Bojonegoro)

Abstract

This research aimed to find out the effect of service quality, trust and satisfaction on customers loyalti of Bank Jatim, branch office Bojonegoro. While, the data were primary. Moreover, the research was quantitive. Furthermore, the population was 100 respondents. Additionally, the data collection technique used Slovin formula with questionnaires as the instrument. In addition, the data analysis technique used multiple liniear regression with SPSS (Statistical Product and Service Solution). According to t-test, it concluded that service quality had a positive and significant effect on customers loyalti of Bank Jatim. Similarly, satisfaction had a positive and significant effect on customers loyalty of Bank Jatim. In suggestion, the management of Bank Jatim, branch office Bojonegoro was expected to increase its service quality, trust and customers satisfaction. Hopefully, when a good relationship among customers was built; the customers would be loyal to Bank Jatim
Keywords: service quality, trust, satisfaction, customers loyalty