D. The Questioner Result of Customer Satisfaction
The Questioner Result shows the frequency of the 50 respondent that answer the fourth question about satisfaction from the BNI’s
performance with the expectation of customers repeating the transaction.
Table 4.26
The performance of BNI based on expectation of customer
Scale Score
Total Customer
percentage Total
Strongly Disagree
1 Disagree
2 2
4 4
Neutral 3
4 8
12 Agree
4 38
76 152
Strongly Agree 5
6 12
30
TOTAL
50 100
198 Table 4. 26 show that the majority of respondent said that the BNI
performance is based on with the customer expectation. It is prove with 12 of respondent said strongly agree, 76 of respondent is agree, 8 of
respondent is neutral, and 4 of respondent said disagree. This shows that BNI’s performance is quite suitable to the customer expectations.
Table 4.27
The physically appearance and good interior
Scale Score
Total Customer
percentage Total
Strongly Disagree
1 Disagree
2 1
2 2
Neutral 3
8 16
24 Agree
4 36
72 144
Strongly Agree 5
5 10
25
TOTAL
50 100
195 Table 4. 27 shows that the majority of customer would like to say
positive things about BNI to other people. It is proven with 10 of respondent that said strongly agree, 72 of respondent is agree, 16 of
respondent said neutral, and 2 of respondent said disagree. Means customer of BNI is agreeing with statement about BNI have physical
appearance and good interior.
Table 4.28
The customer will recommend BNI to another people in using banking services
Scale Score
Total Customer
percentage Total
Strongly Disagree
1 Disagree
2 1
2 2
Neutral 3
12 24
36 Agree
4 36
72 144
Strongly Agree 5
1 2
5
TOTAL
50 100
187
Table 4. 28 explain that the majority of customer will recommend to other people to use BNI’s banking services. It is proven with 2 of
respondent said strongly agree, 72 of respondent said agree, 24 of respondent said neutral, while 2 of respondent disagree. Most
respondents said that they agree, which means that the customer is generally satisfied and will give recommendations to other people.
Table 4.29
The customer will repeat the transaction
Scale Score
Total Customer
percentage Total
Strongly Disagree
1 Disagree
2 2
4 4
Neutral 3
7 14
21 Agree
4 39
78 156
Strongly Agree 5
2 4
10
TOTAL 50
100 191
Table 4. 29 explain that the majority of respondents said the customer will do transaction continually. It is proven by 4 of respondent
that strongly agree with the statement, 78 of respondent said agree, 14 of respondent said neutral, and 4 of respondent said disagree.
E. The Questioner Result of Customer Loyalty
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