Track: Business Management

Abstract

This study aims to measure customer satisfaction level and customer loyalty level provided by Indonesian banking industry. Where the main function of a bank is as an effective and efficient tool to collect and distribute of public funds, means that banks are intermediary institutions that have excess funds, namely those who invest their funds in banks in various forms of savings, for example savings, deposits, with those who lack of funds, those who need funds from banks. Banking is a financial institution which has very important role to driving national economic life, where banks are involved in provide credit activities and various services to provide financing facilitate payment system mechanisms in the economic sector. But in its services not all customers are satisfying with bank services. Therefore, researchers interested of discussing study of the effect of service quality toward customer loyalty with customer satisfaction in financial service industry at PT Bank Rakyat Indonesia (Persero) Tbk at Cepu branch as intervening variables. Population study case are customers who save their money in PT Bank Rakyat Indonesia (Persero) Tbk at Cepu outlet. Where variables in this study include: product quality (x1), tangibles (x2), empathy (x3), responsive (x4), reliable (x5), assurance(x6), satisfaction customer (Y1) and loyalty customer (Y2). This study of research is a sample case whose respondents consisted of 100 customers in the PT Bank Rakyat Indonesia Persero Tbk at Cepu outlet. Data collection techniques are using a questionnaire. Then a survey of BRI customers (general customers BRI & customers priority BRI).