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Irwan Abdullah
Fakultas Ilmu Budaya Universitas Gadjah Mada
Religion Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Public Health Social Sciences Other

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Journal : Income Journal of Economics Development

 1 
Influence Quality Service Employee To Loyalty Customers at BRI Bank Tassililu Unit Subdistrict West Sinjai Irwan Abdullah; Syarifuddin Sulaiman; Nurul Ainul Mukrima; Kahar
Income Journal Of Economics Development Vol. 6 No. 1 (2025): Januari 2025
Publisher : Pustaka Digital Indonesia

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Abstract

This study aims to analyze the influence of service quality on customer loyalty at Bank BRI Tassililu Unit. The research was conducted with a sample of 87 respondents, using 24 items divided into two variables: service quality as the independent variable (15 items) and customer loyalty as the dependent variable (9 items). The collected data were analyzed using SPSS 26. The results of the t-test indicate that the service quality variable has a t-value of 16.604, which is greater than the critical value of 1.663, with a significance level of 0.000 (<0.05). These findings confirm that service quality has a positive and significant effect on customer loyalty. Each dimension of service quality—tangibility, reliability, responsiveness, assurance, and empathy—plays a crucial role in enhancing customer satisfaction, which ultimately strengthens their loyalty to the bank. This study highlights the importance for Bank BRI Tassililu Unit to continuously improve service quality to maintain customer trust and satisfaction. Providing excellent service not only fosters customer loyalty but also encourages positive word-of-mouth recommendations, which can attract new customers. Additionally, future research is suggested to explore other influencing factors such as brand image, customer satisfaction, and perceived value to gain a more comprehensive understanding of customer loyalty determinants in the banking sector.
Co-Authors Achmad Nurmandi Ade Yamin Ahmad Firdaus, Ahmad Ahmad Muzakky Ahmad Sunawari Long Ahmad Zubaidi Andi Jam’an Andri Arief Rachman Asdi Asdi Asnaini Asnaini Asnaini Asnaini, Asnaini Asyifa Nadia Jasmine Atho'ilah Aly Najamudin Atik Tri Ratnawati Ayu Yuningsih Benny Baskara Cho Youn Mee Cut Irna Liyana Dian Asriani Djoko Surjo Djoko Suryo Djoko Suryo Efendi, Zakaria Eka Wardiana Ekawati Sri Wahyuni Emilia Bassar Erdi Wikan Febrihananto Fatimah Fatimah Fernando, Henky Franceline Anggia Galuh Nur Rohmah Hadiati E Hadiati Erry Hasse Jubba Hermin I. Wahyuni Hermin Indah Wahyuni Heru Nugroho Heru Nugroho Heru Nugroho Hidayati, Mega I Putu Sastra Wingarta Ibnu Mujib Idrus Al-Hamid Iribaram, Suparto Istiadah Istiadah Iswandi Syahputra Jubba, Hasse Kahar Laila Nur Atika Lala M Kolopaking Lasiyo Lasiyo Leanne Morin Liliek Budiastuti Wiratmo M A Chozin M. Alkaf M. Hidayat Magfirahtun Tristiawati Rusli Maghfira Nur Aziza Mahesa Mandiraatmadja Meysella Al Firdha Hanim Miko Polindi Mohamad Yusuf Muassomah Muassomah Muchran BL BL Muhammad Arifin Muhammad Arifin Muhammad Hendri Muhammad Rifai Darus Mutmainna Rachman nfn Sumardjo Nur Intan Vadila Nur Quma Laila Nur Sandi Marsuni Nurhadi Yuwana Nurul Ainul Mukrima Nurul Khusna Pahira Pahira Prima Ayu Rizqi Mahanani Putri Ananda Saka Rahman, Farida Ratna Noviani Riri Novitasari Rohmani Nur Indah Sahrullah Sahrullah Saifuddin Zuhri Qudsy Samsul Rizal Siti Masitoh Sjafri Sairin Sulaiman, Syarifuddin Sunandar Macpal syf aminah Tyas Retno Wulan Ulung Pribadi, Ulung Vivid Violin Wening Udasmoro Wildana Wargadinata Yuniar Galuh Larasati Zaenuddin Hudi Prasojo Zaenuddin Hudi Prasojo ZAINAL ABIDIN BAGIR Zainal Said Zakaria Efendi Zalkha Soraya Zuli Qodir Zuly Qodir Zuly Qodir Zuly Qodir Zuly Qodir