Analysis of the Influence of Service Quality on Customer Loyalty: A Study at Bank BNI, Pasuruan Branch

Etta Mamang Sangadji

doi:10.59890/ijasr.v4i7.280

Authors

Etta Mamang Sangadji Universitas PGRI Wiranegara Pasuruan

DOI:

https://doi.org/10.59890/ijasr.v4i7.280

Keywords:

Service Quality, Customer Loyalty

Abstract

his study aims to determine the influence of service quality—comprising tangibles, reliability, responsiveness, assurance, and empathy—on customer loyalty, both simultaneously and partially, at Bank BNI, Pasuruan Branch. The study population consisted of TAPLUS customers at Bank BNI, Pasuruan Branch, during the 2024 period, totaling 1,725 customers. Using Slovin's formula, a sample size of 100 respondents was determined. Accidental sampling was employed as the sampling technique. Data collection was conducted via questionnaires, and multiple linear regression analysis was used for data analysis. The research results indicate that: (1) There is a significant positive simultaneous influence of tangibles, reliability, responsiveness, assurance, and empathy on customer loyalty. (2) There is a significant positive partial influence of tangibles, reliability, responsiveness, assurance, and empathy on customer loyalty. (4) The variable that most strongly influences customer loyalty is empathy.

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