HUBUNGAN ANTARA KEPUASAN DAN KEPERCAYAAN DENGAN LOYALITAS NASABAH BANK BRI KCP EMPANG PADA WARGA RW 07 KELURAHAN GUDANG KECAMATAN BOGOR TENGAH DI BOGOR

Riyanti, Rani (2017) HUBUNGAN ANTARA KEPUASAN DAN KEPERCAYAAN DENGAN LOYALITAS NASABAH BANK BRI KCP EMPANG PADA WARGA RW 07 KELURAHAN GUDANG KECAMATAN BOGOR TENGAH DI BOGOR. S1 thesis, Universitas Negeri Jakarta.

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Abstract

RANI RIYANTI, The correlation between Satisfaction and Trust with Customer Loyalty Bank BRI KCP Empang on Residents of RW 07 Kelurahan Gudang Kecamatan Bogor Tengah in Bogor This research was conducted in RW 07 Kelurahan Gudang Kecamatan Bogor Tengah, Bogor, for four months starting from March to June 2017. The purpose of this study is to determine the relationship between satisfaction with customer loyalty BRI KCP Empang bank on residents RW 07 Kelurahan Gudang District Bogor Central and to know the relationship between trust with customer loyalty BRI KCP Empang bank on residents RW 07 Village Warehouse Central Bogor District. The research method used is survey method with correlational approach, the population in use is all residents of RW 07 Kelurahan Gudang Kecamatan Bogor Tengah. The sampling technique used is purposive sampling technique of 107 residents The resulting regression equation is Ŷ = 29.07 + 0.80X1 and Ŷ = 33.12 + 0.77X2. Test analysis requirement that is test of normality of regression estimation of Y over X with Liliefors test yield Lcount = 0,0847 for Y over X1 and Lcount = 0,0843 for Y over X2, while Ltabel for n = 107 at significant level 0,05 is 0 , 0856. Since Lcount <Ltable then the estimated error of Y over X1 and Y over X2 is normally distributed. The regression linearity test yields Fcount <Ftable that is, 0,71 <1,60 for X1 and 0,96 <1,60 for X2 so it is concluded that the regression equation is linear. From regression significance test yield Fcount> Ftable that is, 88,76> 3,91 for X1 and 63 <3,91 for X2, so it can be concluded that the regression equation is significant. Product Moment correlation coefficient from Pearson produces rxy = 0,677 for X1 and rxy = 0,612 for X2, then tested significance correlation coefficient by using t test and generated tcount = 9,421 for X1 and tcount = 7,937 for X2 and ttable = 1,66. It can be concluded that the correlation coefficient rxy = 0.677 for X1 and rxy = 0.612 for X2 is positive and significant. Coefficient of determination obtained by 45,81% which shows that 45,81% variable of customer loyalty determined by customer satisfaction and 37,50% which indicate that 37,50% variable of customer loyalty determined by trust.

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