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.
