PENGARUH DIMENSI KUALITAS PELAYANAN SIMPAN PINJAM BAJAPUIK DAN KEPUASAN TERHADAP LOYALITAS NASABAH BANK BPR-LPN PANAMPUANG KECAMATAN AMPEK ANGKEK KABUPATEN AGAM

Abstract

This research aims to analyze: (1) the effects of the Bajapuik Save-Borrow Service Quality Dimension on Tangibles, Reliability, Responsiveness, Assurance, Empathy, and toward Customer Satisfaction of BPR LPN Panampuang, (2) the effects of the Bajapuik Save-Borrow Service Quality Dimension on Tangibles, Reliability, Responsiveness, Assurance, Empa-thy, and Customer Satisfaction toward Customer Loyalty of BPR LPN Panampuang. The research sample is determined iteratively as 130 customer. The research sample taking used the Proportional Cluster Random Sampling Method. This  analysis  used  Statistical Test of Path Analysis. The results of this research reveal that (1) the Bajapuik Save-Borrow Service Quality Dimension on Reliability and Resposnsiveness significantly affect the Customer Satisfaction of BPR LPN Panampuang, whereas the Bajapuik Save-Borrow Service Quality Dimension on Tangibles, Assurance, Empathy do not significantly affect the Customer Satisfaction of BPR LPN Panampuang, (2) the Bajapuik Save-Borrow Service Quality Dimension on Assurance and Customer Satisfaction significantly affect the Customer Loyalty of BPR LPN Panampuang, whereas the Bajapuik Save-Borrow Service Quality Dimension on Tangibles, Reliability, Responsiveness, Empathy do not significantly affect the Customer Loyalty of BPR LPN Panampuang.