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Journal : ARBITRASE: JOURNAL OF ECONOMICS AND ACCOUNTING

Determinasi Loyalitas Nasabah Bank Central Asia: Perspektif Kualitas Pelayanan, Kepercayaan dan Kepuasan Salsabilla Rahma; Handayani; Eka Patriya; Andriansyah Latif
ARBITRASE: Journal of Economics and Accounting Vol. 5 No. 2 (2024): November 2024
Publisher : Forum Kerjasama Pendidikan Tinggi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47065/arbitrase.v5i2.2219

Abstract

The objective of this study is to analyze the influence of service quality, trust, and satisfaction on customer loyalty at Bank BCA. The research employs qualitative primary data, with tests including validity, reliability, normality, multicollinearity, heteroscedasticity, multiple linear regression, R coefficient of determination, t-test, and F-test. Data for this study were gathered using a questionnaire, with valid responses collected from 100 respondents. The sampling method used is non-probability sampling with purposive sampling technique. The analytical tool used is multiple linear regression with SPSS version 22. The study results show that, in partial tests, service quality has a significance value of 0.027 < 0.05, trust has a significance value of 0.030 < 0.05, and satisfaction has a significance value of 0.000 < 0.05. Simultaneously, the test yields a significance value of 0.000 < 0.05, indicating that both partial and simultaneous tests have a significant effect on customer loyalty at Bank BCA KCU Bekasi Barat.
Co-Authors Aden Sutiapermana Adhelmi Adi Purnomo Ainania Aura Sabriena Putri Aisyah Akmaluddin Akmaluddin Al Hajiri, Aufar Zimamuz Zaman Al Maidatul Aini Amanah, Sifa Pajar Andriansyah Latif Anisyah Asram A.T. Jadda Atep Jejen Azizah Bernadetha Nadeak Bulansari Chandra, Havid Choirotussanijjah Claurita Toban, Rindani Dany Try Hutama Hutabarat Dwi Indah Widya Yanti Eka Patriya Eka Salindri, Agesta Eka Saputra, Darwin Endang - Gunaisah Entan Afriannisyah Evita Widyawati Fadila, Siti Khoirul Farianingsih Fenita Tanjung Maharani Fikriana , Zakia Firdaus Fitria Ramdhita Friska Oktaviana Furqan Guyub Nuryanto Harijanto Ratana Harmadi, Ashur Hartono Hamzah Hasanah, Uswati Hellen Thesta Fanessia Helniza Hutari Puji Astuti ika agustina Ilah Nurlaelah Ina Setiawati Indah, Raeni Indarjani Indriana Warih Windasari Intin Ananingsih, Intin Isna Rahmawati, Rima Juanda Izhar Kasinyo Harto Khofipatun, Amelia Kusholany Kuswandi, Dadi Laily Prima Monica, Laily Prima Latif, Andriansyah Lestari, Eka Widya Levi Tina Sari, Levi Tina Lilis Lismaya M. Alfian Rajab Manja, Riski Adila Maratul Iman Maratus Sholichah Fitriah Hajar Kusnianto Mardiah Astuti Maria Ulfa Mar’atus Sholichah Fitriah Hajar Kusnianto Melisa Masengi, Melisa Muh. Zuhdy Hamzah Muhammad Ivan Muhfizar, Muhfizar Mulio Kantjana Ndahwali, Daniel Heintje Nia Setiawati Novi Puspitasari, Renny Noviasari, Ita Nurohman, Huda Farid Oktovianus Cristian Karubaba Patriya, Eka Permanasari, Astried Poltak, Hendra PRIHANTINI Purnasari, Nina Purwaningrum, Supiningtyas Rahayu Anggraini Rahma Widiantie Rahmatun Phounna Rasyid, Wahyu Rayendra Wahyu Bachtiar Reni Diah Kusumawati Rini Herliani Rita Vivera Pane Romadhon, Wimar Anugrah Ryno, Sefli Sahniarti Salsabilla Rahma Sariakin Sariakin Sary, Tiara Divani Satria Putra, Achmad Maulana Shirley Christine Siradjuddin, Suharti Sirozi, Muhammad Siti Mayang Sari Sofaria Munir , Ratna Sondang Manurung Suhilmiati, Endhang Supratman Tatang Mitra Setia Tati Nuryati Tati Nuryati Trapsilo Prihandono Tryana Nur Rahmadani Uswatun Hasani Viana Meilani Prasetio Vivit Nurholifah WAHYU WIBISONO Wida Feriningsih Willington, Karine Claudia Wulandari, Ch. Dewi Yoyo, Toni Zaman Al Hajiri, Aufar Zimamuz