| dc.description.abstract | Competition in banking is growing fast recently. This is based on the
deregulation package done by the government. In Repelita IV, for the first time
banking deregulation, which aim is to create new situation in Indonesia banking
for stimulation the stablisment of the private banks, was carried out. With this
condition, customers demand vanated products, comfort and better service to give
customers satisfaction that lead to customers loyalty. Suppose BNI doesn't have
image as a strong and credible bank, the Active L/C case which hit BNI will cause
wide negative impact. Some customers will lose their trust to BNI. Eventually, it
will decrease the customers loyalty to BNI, and they will begin to consider
transferring their transaction to other bank. Therefore, this research objects to find
out, understand and know to influence of service quality, especially in TAPLUS,
to the customers loyalty, and to know the dominant variable in influencing the
customers loyalty.
The sample used this research are 105 respondents with jugdement
sampling method. The research questionnaire uses 5 items scale which validity
and reliability have been tested. To avoid unqualified and lost questionnaire, the
researcher spread 150 questionnaire.
The analysis instrument used in this research is Multifactor Regression, by
doing with t test and f test. The multifactor regression analysis concludes that the
service quality influence the customers loyalty simultaneously, shown by fcount are
43.151 > ftable are 4.41. meanwhile, the partial regression analysis result with t test
concludes that responsiveness variable is the dominant factor in influencing the
customers loyalty. | en_US |
