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Judul:	Analisis Kualitas Pelayanan Terhadap Loyalitas Nasabah Pada Bank Mandiri Cabang Pattimura Ambon
Penulis:	Ferry Wattimury \|\| email: ferry_wattimury@yahoo.com
Jurnal:	Benchmark Vol. 1 no. 1 - hal. 73-86 Tahun 2012 [ Ekonomi dan Bisnis ]
Keywords:	Kualitas Layanan, Loyalitas Nasabah, Bank
Abstract:	This study aimed to examine the effect of the variable quality of service (tangible, reliability, responsiveness, assurance, and empathy) for customer loyalty in the bank Mandiri Branch Pattimura Ambon. Using a sample of 100 people, this study was able to prove that the variable quality of service (tangible, reliability, responsiveness, assurance) has a positive significant effect on increasing customer loyalty, empathy whereas no effect on increasing customer loyalty. Thus, to realize a banking service quality and customer satisfaction oriented, then the bank must be able to identify who the customers so that they will be able to understand the level of perceptions and expectations regarding the quality of services provided by the bank over the years.
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