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Pengaruh Kepuasan dan Kepercayaan terhadap Loyalitas Nasabah pada Bank Negara Indonesia (BNI) Cabang Kendari
Abstract
Research aims to understand the influence of satisfaction and confidence in loyalty customers BNI The Branch Kendari. Population research it is a whole customers bni the branch kendari who have savings more than 2 ( two ) years and aged greater than 17 years .Approach that is used with the methods survey respondents to 100 people who have at a Branch Office Kendari. Equipment the analysis used is linear regression multiple with the program SPSS Version 22. The research results show that: (1). Simultaneously satisfaction and trust have a positive impact and significant impact on loyalty customers, (2). In partial satisfaction have a positive impact and insignificant to loyalty customers and (3). In partial trust have a positive impact and significant to loyalty customers.
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