PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK DAN RELATIONSHIP QUALITY TERHADAP LOYALITAS NASABAH

STUDI PADA PT BANK MUAMALAT INDONESIA Tbk. CABANG KUPANG

Abstract

The purpose of this study is to determine service quality, product quality and relationship quality simultaneously influence customer loyalty at PT Bank Muamalat Indonesia Tbk. Kupang branch. The research method used in this study is a quantitative method while the type of research used is an associative research type. The results of the research show that PT Bank Muamalat Indonesia Tbk. Kupang Branch Based on the t test which shows that service quality, product quality and relationship quality have a positive and significant effect on customer loyalty at PT. Bank Muamalat Indonesia Tbk. Kupang branch. The acquisition of a positive t value can reflect the bank's ability to provide quality service and good relationships between customers that are able to generate added value. Information related to bank performance can be used by interested parties to determine future business decisions.