E. The Questioner Result of Customer Loyalty
Below are the questioner results of customer loyalty to see the frequency of answer from 50 respondents. It is consisted questions that
start with the percentage of rejecting another bank, continuality, and recommendations to other people.
Table 4.30
The customer will reject another bank
Scale Score
Total Customer
percentage Total
Strongly Disagree
1 Disagree
2 7
14 14
Neutral 3
25 50
75 Agree
4 17
34 68
Strongly Agree 5
1 2
5
TOTAL 50
100 162
Table 4.30 on the above shows that 2 of respondent said that strongly agree will reject using another banking services, 34 of
respondent said agree, 50 of respondent said neutral, and 14 of respondent said disagree. Many customer that reject to use another
banking services, proves that the customers have loyalty to BNI.
Table 4.31
The customer will always use banking services of BNI in the future
Scale Score
Total Customer
percentage Total
Strongly Disagree
1 1
2 1
Disagree 2
Neutral 3
19 38
57 Agree
4 28
56 112
Strongly Agree 5
2 4
10
TOTAL 50
100 180
Table 4. 31 show that the majority of customer will keep using banking services of BNI in the future. That is prove by 4 of respondent
said strongly agree, 56 of respondent said agree with the statement, 38 of respondent is neutral, and 2 of respondent is strongly disagree.
Many customers that will be use the banking services of BNI in the future, means that the customer has loyalty to BNI.
Table 4.32
The customer will give reference BNI to other people
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. 32 show about the majority of customer will give
reference the bank to other people, that statement is proven by 2 of respondent said that strongly agree with statement, around 72 of
respondent said agree, 24 of respondent is choose neutral, and 2 of respondent said disagree. That statement proves that customer will
reference other people about BNI services, and it indicates customer loyalty.
F. The Multiple Classic Regression Assumption Test
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