The Influence of Satisfaction on Dimension of Service Quality toward Loyality of Savings Customers at PT. Bank Bukopin, Tbk. Branch of Padang

Abstract

This research aimed to find the influence of satisfaction on the quality dimension for the customer loyality at PT. Bank Bukopin, Tbk. Branch of Padang. This research aimed to find:1) the influence of satisfaction on tangibles for the customer loyality, 2) the influence of satisfaction on reliability for the customer loyality, 3) the influence of satisfaction on responsiviness for the customer loyality, 4) the influence of satisfaction on assurance for the customer loyalty, 5) the influence of satisfaction on empathy for the customer loyality. This research is causative study with a population totally are 21.528 respondents. The withdraw of the sampling method is using Accidental Sampling method, with total of sample are 156 respondents. Primary data was collected through polls using Likert Scale model that has been tested validity and reliability. Data analysis technique that was used is Multiple Regression Analysis. The results of research are:1) there is a positive and significant impact of satisfaction on the tangibles for the customer loyality, 2) there is a positive and significant effect of satisfaction on the reliability for the customer loyality, 3) the satisfaction on the responsiviness has no significant effect for the customer loyalty, 4) the satisfaction on the assurance has no significant effect for the customer loyalty, 5) the satisfaction on the empathy has no significant effect for customers loyalty at PT Bank Bukopin, Tbk. Branch of Padang.