Service Quality Towards Bank Customer Loyalty (Empirical Study at BNI USU Medan)



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Submitted Oct 1, 2019
Published Oct 20, 2019
10.24018/ejbmr.2019.4.5.115

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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.

Keywords: Service quality, customer loyalty, banking, BNI

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