PENGARUH KUALITAS LAYANAN CALL CENTER TERHADAP LOYALITAS NASABAH BANK DI KOTA BANDA ACEH

Abstract

The banking business is based on trust, so the quality of the call center service is a decisive factor in the success of the business, moreover, the number of banks in Aceh in particular has spread to almost 17 banks among others Bank Mandiri, BRI BRI Shariah, Danamon Danamon Sharial, BPD, BTPN, BTN, BNI, BII, Sharial Individual, Muamalat, Bukopin, BDP Sharial. The quality of the call center service is a form of judgment of the consumer/customer on the level of service received (perceived service) with the expected service level. (expected service). The results of the study showed that the correlation coefficient of 0.987 where with the value there is a relationship between the free variable and the bound variable of 98.7%. While the determination factor obtained is 0.975, it means 97.5% of the change in the bonded variable that is customer loyalty can be explained by the changes in the quality of the call center service, while the remaining 2.5% is explained with other factors. The Fcalung test result was 729,518, whereas the Ftable at a significant rate of α=5% is 2,305. This shows the Fcalun > Ftable with a significant level of 0,000. It can then be concluded that the quality of customer service collectively has a significant influence on customer loyalty of the Bank in Banda Aceh City.