Pengaruh Kepuasan dan Kepercayaan terhadap Loyalitas Nasabah Pt Bank Rakyat Indonesia (Persero),Tbk Kantor Cabang Sisingamangaraja Medan

Abstract

The purpose of this research is to determine and analyze the influence of satisfaction and trust in the loyalty of customers of PT Bank Rakyat Indonesia (Persero),Tbk Branch Offices Sisingamangaraja Medan. The population in this research is the customers savings of PT Bank Rakyat Indonesia (Persero),Tbk Branch Offices Sisingamangaraja Medan. Gathering date on primary to be done through questionnaires distributed to customer savings of PT Bank Rakyat Indonesia (Persero),Tbk Branch Offices Sisingamangaraja Medan and secondary date has collected through studies library for the construction of the theories that correspond to the problem or the conceptual research that can read books reference (Both books are obliged to lectures and books general), journal research, articles and search the internet through website that are associated with the research. The sampling using the method of purposive sampling done on the criteria or a specific purpose or accidental. Testing these hypotheses with using the method of analysis of linear and through augmented with the standard of significant 5%. The results by F-test that variables of satisfaction and trust together to a positive effect and significantly effect the variables, which is the loyalty of customers. Then the results by t – test that there is a positive influences and significant between satisfaction and trust in the loyalty of customers of PT Bank Rakyat Indonesia (Persero),Tbk Branch Offices Sisingamangaraja Medan.