ANALISA PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH DAN LOYALITAS NASABAH PADA SALAH SATU BANK SWASTA DI JAKARTA

Abstract

Abstract. Banking at the present time is required to further improve its service,
whereas customers are increasingly improving their mobility and needs. Service
in the banking industry is a very important thing in determining their success in
the face of competition. Quality of service is very influential on customer
satisfaction and loyalty. The existence of decrease in the number of customers, a
decrease in the amount of good incomes from savings, deposits and loans, also an
increase in the number of customers who complain significantly occur at this
private bank. This study was conducted to determine the effect of service quality
on customer satisfaction and loyalty on one Private Bank branches in Central
Jakarta. The respondent in this study are the customers of the private bank in
Central Jakarta branch where the total number of customer at the private bank
branch in Central Jakarta are as many as 112 customers. The number of
respondents in this study set out 88 respondents using a sampling technique called
purposive sampling with slovin formula. This study uses analysis with the help of
the SMART PLS program to determine the effect between service quality,
customer loyalty and customer satisfaction, in addition, this study also uses the
Pearson r correlation with SPSS to determine the relationship between each
dimension. The results obtained from this study show that: 1) the quality of
service gives positive and significant effect on customer satisfaction, 2) the
customer satisfaction does not give positive and significant effect on customer
loyalty, 3) the quality of service gives positive and significant effect on customer
loyalty. The recommendation for this private bank in Central Jakarta branch is to
improve the quality of services provided to customers starting from the
improvement of the employee's performance, system improvement, and
technology improvement so that the customer is satisfied and loyal to this private
bank.
Keywords: Service Quality, Customer Satisfaction, Customer Loyalty, SMART
PLS