The Influence of Service Quality (SerQual) and Satisfaction On Customer Loyalty in Bandung Main Branch Office of Bank Pembangunan Daerah Jawa Barat and Banten

Abstract

This study was conducted with the purpose of analyzing the effect of service quality and satisfaction on customer loyalty at Regional Development Bank West Java And Banten, Bandung Main Branch Office. The method used in this research is descriptive correlation method. Based on the results of the conducted research, it is known that service quality has a significant impact on customer loyalty. Based on the results of the partial hypothesis test, the t-value of X1 service quality is 3.621. Based on the results of the t-hypothesis test, which yielded a t-value of X2 customer satisfaction of 3.665, customer satisfaction has a significant influence on customer loyalty. Service quality and customer satisfaction together have a significant effect on customer loyalty based on the results of the hypothesis test, which was declared accepted simultaneously with the results of the F-test of 27.850 or with a sig value of 0.000 ≤ 0.05, indicating that service quality and customer satisfaction together have an effect on customer loyalty.