Influence of Quality of Service, Bank’s Reputation, Complaint Handling and Competence on Customer Satisfaction in Increasing Customer Loyalty in Boyolali Bank of Central Java Indonesia

Abstract

This study aims to analyze Effect of Service Quality, Reputation Bank, Complaint Handling And Competence Of Customer Satisfaction In Increasing Customer Loyalty in Boyolali Bank of Central Java.The analysis techniques used in this study were test instrument, path analysis, correlation coefficient, partial test (t), simultaneous test (F) and the coefficient of determination test.Based on the test results generated in this study are as follows: 1) Variables of Bank Reputation Service Quality and Competence had positive and significant impact on satisfaction, while Complaints Handling Variable was significantly and negatively related to satisfaction. 2) Variables of Handling Complaints, Competence and Satisfaction had positive and significant impact on loyalty, meanwhile the Bank’s reputation variable had significant negative effect on loyalty. 3) simultaneous test results (Test F) in the second equation produced the value of F = 61.799 0.000 with significance < 0.05. 4) total R² value of 0.917, could be interpreted Customer Loyalty Boyolali Bank of Central Java was explained by the variables of quality of service, reputation of the Bank, handling complaints, competence and customer satisfaction at 91.7% and the remaining 8.3% described other variables outside the study model. 5) The results of path analysis showed that the variables of service quality and reputation of the bank was smaller than the direct effect of indirect influence. As for the handling of complaints and competence variables influence the direct result was greater than the indirect effect.

KEYWORDS : Quality of Service, Reputation Bank, Complaint Handling, Competency, Customer Satisfaction, Customer Loyalty