Analilsis Hubungan Kualitas Pelayanan, Produk dan Loyalitas Pelanggan Terhadap Kepuasan Pelanggan di Bank Tabungan Negara Kantor Cabang Syariah Surakarta

Abstract

Loyalty and customer satisfaction is a person's strong commitment to a company's products or services that lasts in the long term. This study aims to determine the effect of service quality, product, and customer loyalty on customer satisfaction at the State Savings Bank Surakarta Sharia Branch Office. This study uses a quantitative approach with linear regression analysis method to prove the hypothesis. The results of this study indicate that the quality of service, product, and individual loyalty have an effect on customer satisfaction. This can be seen from the results of the regression analysis between service quality, product, and customer loyalty to satisfaction, obtained a significance price of 0.004 < 0.05 for service, while product quality and customer satisfaction were obtained from the regression test obtained results with a significance of 0.044, loyalty customers loyalty has a significant effect on customer satisfaction. Customer satisfaction is a variable that is closely related to various variables and one of them is loyalty.