Effect of the Service Quality on Customer’s Satisfaction and Loyalty of Premium Credit Customer PD.BPR Bank Boyolali

摘要

This study took the title " Effect of the service quality on customer’s satisfaction and loyalty of Premium Credit Customer PD.BPR Bank Boyolali”. The purpose of this study were determine empirically service qyality effect on the customer’s satisfaction and loyalty. This study is a survey research. The data used is primary data with the sample of customer in PD.BPR. Bank Boyolali. Data collection instruments such a squestionnaires that measured with a Likert scale. Questionnaires were sent to the students as respondents the number of respondents at least 100 respondents. Data analysis methods used include 1) analysis of test instruments that test the validity and reliability, 2) descriptive statistical analysis, 3)analytical modeling path diagram with SPSS. Analysis of the model results lead to the conclusion that 1)Form influences on Customer’s Loyalty through Customer’s Satisfaction is smaller than the direct effect, 2)Effect of Reliability on Customer’s Loyaltythrough Customer’s Satisfaction is smaller than the direct effect, 3)Effect of Responsiveness on Customer’s Loyalty through Customer’s Satisfaction is smaller than the direct effect, 4)The influence of the warranty on the Customer’s Loyalty through Customer’s Satisfaction is smaller than the direct effect, 5)Effect of Concern on Customer’s Loyalty through Customer’s Satisfaction is smaller than the direct effect. Keywords : service quality, customer’s satisfaction, loyalty