| Summary: | On banking business, qulaity of services it is an very important factors. In
rivalry era became cloced, every bank bid much product with almost same feature,
because of it increasing customers services will be an key success to maintan the
customers in order to not possibility of moving to other bank or to increasing customers
loyality. Therefor quality of services to customers had closely related to development
of banking business. Had several factors will influencing the quality of services to get
the customers loyality.
This reserach get the case on PT. Bank Rakyat Indonesia (Persero) �X� Branch
Office with the aims to knowing the influence factors of quality services and knowing
every factors contributing to quality services including tangibles, reliability,
responsiveness, assurance and empathy to customers loyality. Using data in this
research it is with primary data obtainable from source data, that is the customers who
is to making banking services. Analysing data using validity test, reliability tes and
regreesion analysis to dimention of quality service factors about customer loyality.
Result of the research indicated that tangibility, reliability, assurance and
empathy giving the significant influencing and responsiveness on statisticaly not to be
significant influenced about quality service in PT. Bank Rakyat Indonesia (Persero)
�X� Branch Office. The quality service factors make the different influence to
customers loyality, that is from the biggest is tangibility, reliability, assurance, empathy and the smallest is responsiveness.
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