Service quality towards bank customer loyalty (empirical study at BNI USU Medan)

Abstract

This study aims to analyze the influence of service quality on customer loyalty at PT. BNI (Persero), Tbk USU Medan. This study used a quantitative approach with an explanatory type of research. The sample were 120 respondents and processed statistically using simple linear regression method. The results show that service quality positively has a significant effect on customer loyalty. These findings indicate that good service quality will encourage the interest of customers to conduct transactions continuously and repeatedly in the present and future in a bank.

Index Terms—Service quality, customer loyalty, banking, BNI.