| dc.description.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. | en_US |
