Pengaruh Kualitas Pelayanan dan Reputasi Perusahaan Terhadap Loyalitas Nasabah Pada PT Bank SUMUT Cabang Pembantu Pancur Batu.

Abstract

PT. Bank SUMUT Pancur Batu branch office is a monetary service, thus it must win emulation which progressively more competitive.Bank SUMUT cannot only rely on product development of eye service, but it must also force relation with all service users or clients who judge the make-up of the quality of service and product which on the market. This studyaims to determineandexamine the effect ofservice qualityand company reputationforcustomerloyaltyeitherpartially or simultaneously Data collecting method done with questionnaire (questionaire), Model data analysis which applied is doubled linear regression analysis. Testing of hypothesis in simultan and also done parsial by using software SPSS version of 19. The resultsanddiscussionshow thatthe averagecustomerto assessthe qualityof services providedPT. BankBranchSUMUTPancurBatuisgood. The results ofthis studyalso simultaneouslythat the qualityof serviceand reputationhave a significant effectoncustomerloyalty. Whereasonlypartialservice qualityhad no effect oncustomerloyalty.