Pengaruh Kepuasan dan Kepercayaan terhadap Loyalitas Nasabah pada Bank Negara Indonesia (BNI) Cabang Kendari

Abdul Rasak, Jusbair Baheri, Muhammad Irsyad Ramadhan

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.


Keywords


Customer Satisfaction; Trust Customers; Customer Loyalty

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