Analysis Effect of Service Quatlty Toward Customer Satisfaction and Customer Loyalty A Case Study of PT. Bank Negara Indonesia Tbk. Office Branch In Wonogiri

Abstract

The purpose of this research was to (1) know influence service quality dimension viewed from tangibles, reliability, responsiveness, assurance, and emphaty toward customer satisfaction (2) to know influence of customer satisfaction toward customer loyalty (3) to know influence service quality toward customer loyalty with customer satisfaction as mediation variable. Data collected from 100 customer of Bank BNI Wonogiri wiyh use sample random sampling convinience. Hypothesis test use multiple tinier regression, t-test, F-test, and determination coefficient(R2). Assumption classic test used normality, heteroskedasity, multikolinier, autocorrelation. Result of show that: (1) present significant influence service quality dimension viewed from tangibles, reliability, responsiveness, assurance, empathy, (2) present influence customer satisfaction toward customer loyalty (3) present significant service quality toward customer loyalty with customer satisfaction as the mediation.