PENGARUH TRUST, SERVICE QUALITY, RELATIONSHIP SATISFICATION, EXPERIENCE QUALITY, TERHADAP LOYALITAS NASABAH BANK NEGARA INDONESIA PADA MAHASIWA FAKULTAS EKONOMI UST YOGYAKARTA

Sukma Nur Annisa, IBN Udayana

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This study was conducted to determine the effect of trust, service quality, relationship satisfication, experience quality on customer loyalty Bank Negara Indonesia in Yogyakarta UST Faculty of Economics. This research was conducted at the faculty of economics UST Yogyakarta, samples taken as many as 120 people with accidental sampling method.The data collection is done by distributing questionnaires using a scale of 1-10 points to measure 22 indicators. The results of this study indicate the results for the variable trusts positive effect on loyalty, service quality positive effect on loyalty, relationship satisfication no effect on loyalty, and quality experience no effect on loyalty. For the determination of the results of this test is 13.8% on loyalty.

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DOI: http://dx.doi.org/10.26460/md.v2i1.2752

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