Pengaruh Kualitas Pelayanan dan Kedekatan Emosional Terhadap Loyalitas Nasabah

Abstract

The purpose of this research is to analyze the influence of service quality and emotional closeness to customer loyalty of Bank of UMKM East Java Branch of Ngawi. The research method used in this research is quantitative research method. Population in this research is a customer of Bank of UMKM East Java Branch of Ngawi, with total sample counted 100 people. The sampling technique used is purposive sampling. Data collection techniques used was questionnaires using Likert instrument measurement scale. Data analysis technique used is multiple regression analysis. The results of this study indicate that the quality of service and emotional closeness have a positive and significant impact on customer loyalty either partially or simultaneously