SIKAP DAN KINERJA BANK TABUNGAN NEGARA (BTN) TERHADAP RESPON HASIL SURVEI KEPUASAN KONSUMEN UNTUK MENINGKATKAN LOYALITAS NASABAH DI BALI (Studi Kasus Pada Kantor BTN Cabang Denpasar)

Abstract

The achievement of consumer loyalty is the company's advantage to be
able to survive in increasingly fierce competition. Loyal bank customers have the
possibility to provide recommendations to other customers. This study focuses on
the competencies, attitudes and performance of employees to the responses to
customer satisfaction survey results to increase customer loyalty at the Denpasar
Branch of the Bank Tabungan Negara. Data were collected using a questionnaire
using 100 samples of respondents which were then processed using path analysis.
Based on the analysis results obtained that attitude has a significant effect on
customer loyalty, performance, has no significant effect on customer loyalty,
satisfaction, has a significant effect on customer loyalty, attitude has a significant
effect on satisfaction, performance has no significant effect on satisfaction and
attitudes and performance are mediated by satisfaction consumers influence on
customer loyalty. So that recommendations can be given to the Denpasar Branch
of the Bank Tabungan Negara to always provide the best service for each
customer appropriately and responsively so that employee performance has a
more positive impact on customer satisfaction and loyalty.