PENGARUH KUALITAS PELAYANAN DAN KEPUASAN TERHADAP LOYALITAS NASABAH KPR PT. BANK TABUNGAN NEGARA (PERSERO) TBK CABANG BALIKPAPAN

Abstract

This research is to find out and analyze the effect of service quality and satisfaction on customer loyalty KPR PT. Bank Tabungan Negara (Persero) Tbk Branch Balikpapan. In this study the data taken is quantitative data. Thus the quantitative method can be interpreted as a research method to determine the effect of the independent variable on the dependent variable. The population in this study was taken in 2021 of 357. In this case, researchers used the slovin formula to determine the sample size to be used. The number of samples obtained in this study were 190 respondents. The sampling technique was carried out using the Convenience Sampling method. The results of this study provide evidence that service quality and customer satisfaction simultaneously or jointly have a positive effect on KPR customer loyalty, service quality partially has a positive effect on customer loyalty, customer satisfaction partially has a positive effect on KPR PT. PT