4. T Test
Table 4.39 Coefficients
Model t
Sig.
1 Constant .308
.759 Serv_Q
.672 .505
Cust_Sat 3,949
000
a. Dependent Variable: Cust_Loyal
Based on the coefficient table on the above, to know the influence of each dependent variable, such as:
1. The variable X
1
service quality T test 0.672 T table 1.684 and significant value is 0.505 0.05. That means Ha is rejected, so that the
services quality variable does not influence to variable Y customer loyalty.
2. To variable X
2
satisfaction T test 3.949 T table 1.684 and significant is 0.000 0.05. Means Ha is accepted, so the satisfaction
variable is influence by significantly to variable Y customer loyalty.
CHAPTER V CONCLUSION AND IMPLICATIONS
A. Conclusion
a. Based on the coefficient correlation R between services quality and satisfaction to customer loyalty approximately 0.0647, means that
there is a positive relationship between services quality and satisfaction towards customer loyalty in BNI. The significance of R
Square R
2
id the determination of index, is the percentage that present the influence of variable X
1
services quality and X
2
satisfaction to Y customer loyalty, with the significant of R Square around 0.418 or 41.8 while the residue around 58.2 is
influenced by another variable. b. Based on the significant T test T table in services quality is
around 0.672 2.0105 it is means Ha is rejected. This means that services quality variable X
1
has no significant influence towards customer loyalty Y.
c. Meanwhile the significant of T test T table in satisfaction X
2
is around 3.949 2.0105 that means Ha is accepted. This means that
the satisfaction variable X
2
significantly influences customer loyalty Y.
d. Based on the hypothesis test can analysis and knowing by the F test F table, is 16.895 3.191 means the significant of Ha is accepted
and Ho is rejected. So this means that there is significant influence between services quality and satisfaction towards customer loyalty.
e. From the multiple linier regressions similarity of variable it is proven that an amount of influence is given to customer loyalty by
the customer satisfaction and services quality variable as it is amounted to 0.0459 and 0.027 respectively.
B. Implications
Based on the conclusion on the above, that customer loyalty in BNI is significantly influenced by the factors of service quality and satisfaction.
We can also conclude that there is influence on services quality and satisfaction to customer loyalty in BNI, but the stronger in influence
between services quality and satisfaction towards customer loyalty is the satisfaction factors.
These things could be analyzed and seen by the total of data accumulation that already processed before. The multiple regression
analysis is derived from the multicolinearity indicator, heterokedasity and autocorrelation. From the conclusion,
The implication from this research is the company that needs to do more service quality to influence the customer loyalty such as with
improving the professionalism and skills, reputation and credibility, attitude and behavior, accessibility and flexibility, reliability and
trustworthiness, services recovery and services capability. With these
Kategori