Hubungan Kualitas Pelayanan dengan Loyaitas Nasabah di PT. Bank BNI Syariah Tasikmalaya

Abstract

 In the midst of competing competition in the banking world today, Nasabha's loyalty is a must for Islamic banks to maintain and improve it. The more loyal a customer is to the bank, the greater the contribution of propit to the bank. This study aims to determine the relationship between service quality and customer loyalty at PT. Bank BNI Syariah Tasikmalaya. The approach in determining this factor is a service quality variable consisting of reliability, responsiveness, assurance, empathy, tangibles. The data used is primary data and secondary data primary data obtained through the distribution of questionnaires to customers of PT. Bank BNI Syariah Tasikmalaya. The collected data was analyzed using Rank Spearman correlation coefficient. This technique was chosen to determine the magnitude of the relationship between service quality and customer loyalty. To test the validity and reliability of the research instrument used the analysis of validity and reliability. The results of the study show that the quality of service is at PT. Bank BNI Syariah Tasikmalaya is in good value. While customer loyalty is quite good. The relationship between customer loyalty and customer loyalty is 58.4%. While the remaining 41.6% is influenced by other factors. Hypothesis test results show that the quality of service with customer loyalty is significantly related.