Analisis Pengaruh Service Quality, Service Leadership dan Easy to Use terhadap Customer Satisfaction dan Customer Loyalty Internet Banking BCA di Surabaya

Abstract

Competition among companies in Indonesia increasingly competitive. Each company strives to win over consumers by providing superior products. In addition, also provide optimal service. The consumer is king, so it should be served well. Recognizing the increasingly fierce business competition, PT Bank Central Asia Tbk (BCA) to continually improve the quality of banking products and services to provide benefits for customer loyalty. As importantly, improve customer loyalty. This study aimed to analyze the influence of variables Service Quality, Service Leadership, and Easy to Use to Customer Satisfaction and Customer Loyalty BCA internet banking. The sample used in this study is based on data from 110 respondents male and female, is domiciled in Surabaya, with the 18-60 year age limit, using the BCA internet banking more than once within the past year. For processing and analyzing the data in this research is by using SPSS as software for data processing. Statistical analysis showed that the product and service solutions (SPSS) with 22.0 as software to process data. Empirical findings indicate that the relationship Customer Satisfaction to Customer Loyalty has a regression coefficient of the highest with a value of 0.614, then the influence of the Service Quality on Customer Satisfaction with regression coefficient of 0.182, the relationship between the Service Leadership of the Customer Loyalty has a regression coefficient of 0.560, the relationship between Ease to Use the Customer Satisfaction has a regression coefficient of 0.239.