Pengaruh Kualitas Pelayanan dan Kepercayaan Terhadap Loyalitas Nasabah Bank BTPN KCP Probolinggo

Abstract

Bank is a financial institution that is a place for companies, government and private agencies, as well as individuals to store funds. The relationship between the bank and the customer concerns the need for bank services and the ability and willingness of the bank to meet customer needs. One of the conditions that can be fulfilled is trying to create and retain customers, because customers are one of the most important factors for the development of a bank. Based on this background, this research has a goal, namely to find out whether service quality and trust will affect customer loyalty at Bank BTPN Kcp Probolinggo. This type of research is Quantitative Research. The population in this study were customers of Bank BTPN KCP Probolinggo for 1 month. In this study using random sampling method and roscoe technique. So that the samples used in this study were 75 customers of Bank BTPN KCP Probolinggo. The method used in this study is multiple linear regression with SPSS statistical tools. The results of this study indicate that service quality and trust have a significant effect on customer loyalty at Bank BTPN KCP Probolinggo. Based on this research, it is expected that Bank BTPN Kcp Probolinggo will always pay attention to and provide good service quality in accordance with the company's SOP while also creating trust in customers regarding the services provided.