PENGARUH KEPUASAN TERHADAP LOYALITAS NASABAH PADA PT. BANK SULUT CABANG UTAMA MANADO

Abstract

ABSTRACT Costumer satisfaction, and Costumer loyality Regina Pacis Korengkeng Drs. A. K. Tungka, M.Si Dra. Sofia. A. P. Sambul, M.Si
The rise of competition that exist in every business currently pushing for every business to improve the quality of services provided to consumers so that they feel satisfied. So also in the banking industry. Banking industry have hand in glove related/ relevan to its consumers, because relation between client and banking represent one unity. Both of the components requiring each other. If a costumer is satisfied then they will be loyal to the bank. The relation between costumer satisfaction and costumer loyalty is what seemed to have become a pattern of relation which.
In this research, variable satisfaction of costumer used to measure costumer loyality. Object in this research is Bank Sulut Cabang Utama Manado costumer. Quantitative Analysis in this research is done with, normality test, multiple regression analyse, and test multiple partial regression coefficient. While analysis is qualitative obtained from interpretation respondent in this research. Result of research indicated that variable satisfaction of costumer have influence which are significant to costumer loyality.
Key words : Costumer satisfaction, and Costumer loyality