| dc.description.abstract | The objective of the research was to examine and find out the influence of
tangibles, reliability, responsiveness, assurance, and empathy simultaneously
through clients' satisfaction as an intervening variable on clients' loyalty at PT
Bank Negara Indonesia (Persero) Tbk, University ofSumatera Utara Branch. The
research was done based on the phenomenon of the fluctuation change in savings
account, demand deposit, and Certificate of Deposit (CD) each year at PT Bank
Negara Indonesia (Persero) Tbk, University of Sumatera Utara Branch. The
research problem is whether dimension of service quality which consist of
tangibles, reliability, responsiveness, assurance, and empathy influences clients'
satisfaction and loyalty partially or simultaneously. 1he research used descriptive
quantitative method with explanatory design. The population was 250 clients for
at least 6 months, and 71 qf them were us·ed as the samples from 5 dffferent subbranch
ojfzces of PT Bank Negara Indonesia (Persero) Thk, University of
Sumatera Utara Branch, taken by using non-probability sampling with
convenience sampling technique. 11w data were analyzed by using descriptive
statistic method with path analysis. The result qf the research showed that,
simultaneously (based of F-test) all dimensions o_,f service quality which consisted
of tangibles, reliability, responsiveness, assurance, and empathy had significant
in_fiuence on clients' satisfaction and loyalty. The result of t-test (partially)
showed that the dimension of assurance and empathy influenced clients'
satisfaction, and only the dimension of empathy which had sign!ficant i11;fiuence
on clients' loyalty. | en_US |
