HUBUNGAN ANTARA KUALITAS PELAYANAN DENGAN LOYALITAS NASABAH BANK JOGJA BALAIKOTA TIMOHO

Boma Ari Yoga,

2011 | Skripsi |

The aim of this research is for testing the relationship between service quality and customer loyalty. The hypothesis of this research is there is a positive relationship between service quality and Bank Jogja Balaikota Timoho’s customer loyalty. Fifty two subjects are customers of Bank Jogja Balaikota Timoho who are civil servants at the government of Yogyakarta. Two questionnaires were applied to measure quality of Bank Jogja Balaikota Timoho’s service and customer loyalty. The correlation technique of product moment by Pearson is used for data analysis. The result indicated positive and significant relationship between service quality and customer loyalty (r=0,547; p=0,00). This result shows that the research hypothesis can be accepted. The determination of coefficient is 0,299 and indicated that service quality gives 29,9% contribution for Bank Jogja Balaikota Timoho’s customer loyalty.

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