Pengaruh Servicescape (Lingkungan Layanan) terhadap Kepuasan dan Dampaknya pada Loyalitas Nasabah (Survei pada Nasabah Tabungan Simpeda PT. Bank Pembangunan Jawa Timur Tbk. Kantor Cabang Kediri)

摘要

The type of research that is used is explanatory research with quantitative approach. A sample of 101 respondents who are customers of PT. Bank Pembangunan Daerah Jawa Timur Tbk. Branch Office in Kediri, who use Simpeda savings by using purposive sampling technique. Data collection methods used by using a questionnaire. Analysis of the data used is descriptive analysis and Path (Path Analysis) with SPSS. Based result above, it can be concluded that Servicescape affect Customer Satisfaction and Customer Satisfaction influence on Customer Loyalty. Therefore, should the company PT. Bank Pembangunan Daerah Jawa Timur Tbk. Branch Office in Kediri continues to maintain and improve service to Servicescape.