The research is predominantly consumer orientated rather than taking place in business to business settings. The research covers both goods and
services with a variety of sample sizes reported. While how much the influence of service quality and customer satisfaction
to customer loyalty, not really know well so I as the writer would try to analyze the research for my thesis with the title:
“The Analysis of Influence between Service Quality and Satisfaction towards Customer Loyalty” Case Study at BNI
Three key issues emerged from the literature regarding the relationship between satisfaction and loyalty:
1 Satisfaction and loyalty are related constructs; 2 There are moderating factors for the relationship, and
3 The methodology influences the outcome of the research. These will now be discussed.
B. Problem Formulation
Business competition is much stretched force all bank or service company to have business strategy in running business. Related in these things, so the
problem will be researches are: 1. How the service quality can be influence to loyalty of customer in BNI?
2. How the customer satisfaction has influence to customer loyalties in BNI? 3. How the service quality and customer satisfaction has influence toward
customer loyalty in BNI?
C. Research Objective and Purpose
1. Objective
The objectives of this research are: a. To analyze the influence of service quality to loyalty of customer in
BNI. b. To analyze the influence of customer satisfaction to loyalty of
customer in BNI. c. To analyze the influence of both, services quality and customer
satisfaction towards customer loyalty in BNI.
2. Usefulness of Research
The uses of this research are: a. As a regulation to achieve undergraduate in international program,
management, faculty economic and social science, state Islamic University Syarif Hidayatullah Jakarta.
b. As an application and applying knowledge that already get from management merger. And give the writer understanding and
perspective about value, customer satisfaction towards customer loyalty perspective.
c. Give the input to the company as an alternative solution in arrange the company policy in services business strategy to reach sustainable
competitive advantage. d. Theoretically, this research can have a function in knowledge
development especially in management and marketing subject. Beside
that can be use as a reference to next research in management and marketing.
D. Population and Research Sample
1. Research Population Research population in this case is the customer of BNI. Due to a lot of
number of population customer at BNI, so the representative sample collection is needed to give a correct picture of the population.
2. Research Sample The size of variable is determined by:
a. The sizes of total sample minimum are 50 respondents. Actually before the researcher was using 100 respondents with 15 of questions,
but the result was not valid then, the researcher was tried to use 50 respondents with 31 of questions and the outcome is valid, so the
researcher could continue the research. b. The research held in PT. Bank Negara Indonesia 46, kantor besar,
Sudirman, Jakarta. c. The respondent chooser by this research, following the order; active
customer, means come to BNI minimum once a month, have fix income, the respondent is chooser with simple random sampling
methods.
CHAPTER II LITERATURE REVIEW
A. General figure of company
1. Background of PT. Bank Negara Indonesia BNI
Established in 1946 as the first bank formed and owned by the Indonesian government, BNI used to call by its unabbreviated name of Bank Negara
Indonesia. Historical records show that on the eve of the 30
th
of October 1946, only a few months after its formal establishment, the bank distributed the first currency
bills ever issued by the Indonesian government, known as ORI, or oeang republic Indonesia.
This day is commemorated annually as the national finance day, while the date of the bank’s establishment, the 5
th
of July was assigned as national bank day.
Following the appointment of the Dutch inherited de javasche bank as Indonesia’s central bank in 1949, Bank Negara Indonesia’s role as the circulation
and central bank was terminated. The bank was instead designated as a development bank, and was later given the right to provide foreign reserve
services, thus allowing direct foreign transactions. In 1955, along with increased capitalization, the bank’s legal status was
formally changed into that of a state owned commercial bank. This became the foundation for the bank to provide a better and wider scope of assistance for the
countries national business.
