PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANK CENTRAL ASIA KANTOR CABANG PEMBANTU SUMBERSARI BANDUNG
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Tesis Program Magister Management Universitas Widyatama
This study aimed to get empirical evidence about ”The Influence of Service Quality on Customer Satisfaction and Loyalty Bank Central Asia Branch Office Sumbersari Bandung". The results are expected to provide benefits to the Bank BCA Sumbersari Bandung Branch Office in particular and the banking sector in general to further improve the quality in terms of quality of service (servqual) in the future compaction. The method used is descriptive analysis and verification. Data collection is an interview with using a questionnaire accompanied by observation techniques and literature, sampling techniques using non-probability sampling. Field data collection conducted in 2015. Data were analyzed using Path Analysis (path analysis). The results showed that the overall quality of service, customer satisfaction in the category quite well as well as customer loyalty is generally quite loyal. Impact of service quality on customer satisfaction Bank BCA Sumbersari Bandung Branch Office either partially or simultaneously with dimensions of responsiveness to contribute the greatest impact on customer satisfaction then the dimensions of the physical evidence, empathy, reliability and assurance.
Service Quality, Satisfaction, Customer Loyalty