I Wayan Jaman Adi Putra
The objectives of this research are to know: (1) the situation of service quality (tangible, empathy, reliability, responsiveness, assurance) of the bank roomates perceived by customers of BNI productive credit and customer loyalty of BNI productive credit; (2) the influence of situation of service quality on the customer loyalty. The sources of the data are all customers of BNI productive credit at the branch offices of the Small BNI Credit Centre which Offered productive credit in the marketing area of Malang City. The election of 110 respondents that are planned uses simple random sampling technique and allocated proportionally, the methods of collecting the data are questionnaire, interview, and the slider of the document. The methods of analysis are: (1) descriptive analysis; and (2) hypothesis testing by Structural Equation Modeling (SEM) .The results of the descriptive analysis are: (1) Totally the level of situation of service quality (tangible, empathy, reliability, responsiveness, assurance) of the bank which perceived by customers of BNI productive credit is very high effectiveness category, but dissatisfied category; (2) Totally, the level of customer loyalty to BNI credit is high sufficient productive category. (3) The results of hypothesis testing are the situation of service quality (tangible, empathy, reliability, responsiveness, assurance) of the bank which influencing perceived by the customer are positively and significantly on the customer loyalty of BNI productive credit. IJER © Serials Publications.
Department of Management, Faculty of Economics, Universitas Negeri Malang, Indonesia
