Analisis Penanganan Keluhan Terhadap Loyalitas Nasabah Pada PT. BPRS Se-Provinsi Lampung

Abstract

The purpose of this research is to find and analyze the handling of complaints  against customer loyalty at PT. BPRS in the Province of Lampung. This research  is a quantitative study with a questionnaire data collection tool that is distributed  to customers of PT. SRBs in the Province of Lampung. The sample used in this  study was 100 customers, with a purposive sampling data collection technique.  Analysis of the data used in this study is a simple linear regression data analysis.  The results found that the handling of complaints can affect customer loyalty of  PT. SRBs in the Province of Lampung. The magnitude of the effect of handling  complaints on loyalty is 49.3%. Therefore, to maintain customer loyalty PT. BPRS  in Lampung Province can make various options such as improving service quality,  increasing satisfaction, perceived value, E-Servqual and using mobile banking.